MIS Analyst

Cagayan de Oro, Philippines
Full Time
Experienced

The Responsibilities:

  • Develop and distribute Contact Center reporting.
  • Modify, revise, and update scorecards, dashboards, Aux/productivity, and other operational needed reports.
  • Responsible for data integrity, accuracy of all reporting requirements.
  • Works with Workforce leaders, Senior Site managers and Sales leaders to create new or modify existing reporting.
  • Analyses data to ensure integrity and structures data to help support or provide business recommendations i.e. Performance Metrics
  • Responsible for collecting and analysing large amounts of data to enable visualization, insights, and data-driven decision-making insights.
  • End to End lifecycle management and maintenance of Dashboards and reports
  • Communicate effectively during the development phase for tool / report implementation.
  • Conduct and lead UAT, Troubleshooting and Resolution for database and reporting tool implementation
  • Maintaining and updating trackers for ongoing programs & projects
  • Assisting in automating reports by designing macros
  • Implementation and management of cross-functional performance indicators (KPI- s) to deliver related insights, seeking to drive significant impact and value enabled through data-driven decisions across the business.
  • Improve the data availability by being the liaison between cross functional teams.
  • Partner with the application / delivery team on developing reports/ dashboards to feed into daily, weekly, monthly, quarterly, and annual KPI and other dashboards.
  • Leverage data and information structure to ensure - single source of information.

Knowledge, Skill Set & Qualifications Required
  • 1-3 years of experience with data analysis and preparation, including experience with large data sets
  • Experience in extracting data from CMS and other reporting platform
  • Strong data analytics and creation of reports
  • Experience in automating task/reports that are manual to reduce cycle time and defects.
  • Proficient user of Excel, SQL and understanding call center statistics a must.
  • Knowledge in VBA, macros, linked data, pivot chart tools, design tools, Google sheets
  • Experience in developing dashboards and understandable reports and useful visualization.
  • Strong business and collaboration skills and responsiveness to service needs and operational demands.
  • Utilization of data discovery tools such as Microsoft Power BI (preferred), Qlik, Tableau etc.
  • Advanced Excel covering Power pivots and Macros.
  • SQL Query for troubleshooting data.
  • Ability to tell a story with data and drive data literacy.
  • Ability to build good relationships and work cross-functionally.
  • High-functioning communications skills (both verbal and written); ability to interface with senior leadership.
  • Creative/Innovative thinking
  • Flexible schedule and excellent attendance record
  • Should be amenable to work on different schedules (i.e. Day Shift, Mid Shift, Night Shift)
The Responsibilities:
  • Manages day to day operation MIS team that use business data and statistical methods to provide insight into business performance and suggest area and methods of improving operations.
  • Implements and oversees the analytical approaches and methodologies. Developing strategies, and making suggestions for improvement, insight, and recommendations to management for decision making and strategic planning.
  • Controls and develops internal/external information sources for business analysis. Manages subordinate staff in the day-to-day performance of their jobs.
  • Ensures that project/department milestones/goals are met and adhering to approved budgets.
  • Extensive knowledge of department processes.
  • Will be doing analytics on operational performance metrics
  • Analyse performance, correlate metrics and drive targeting action plan
  • Provide recommendations to improve account performance
  • Will be doing a deep dive analysis of the performance
  • Give presentation of analysis to stakeholders and clients
  • Supervises personnel under the Department such as MIS Analyst – develops, coaches, and motivates personnel on day-to-day activities.
  • Maintains strong customer service orientation in dealing with various departments and Department heads.
  • Performs other duties that may be requested from time to time.

Knowledge, Skill Set & Qualifications Required (External)
  • Background with Workforce facets such as capacity planning, forecasting and other Workforce metrics/calculations – call volumes, AHT, adherence, intraday patterns, root cause analysis
  • Effective communication and interpersonal skills
  • Excellent presentations skills (Powerpoint, Excel, Google sheets etc.)
  • Proficient in analysis and interpretation of data
  • Strong leadership abilities and good time management skills
  • Excellent problem-solving and management skills
  • Experienced in managing a team
  • Ability to train junior staff

Knowledge, Skill Set & Qualifications Required (Internal)
  • Must be a regular employee of Ubiquity
  • At least 6 months in their current role
  • Average Scorecard Rating (3 months) should be at least 3.0 or Meets Expectations
  • No active Disciplinary Action (DA)
  • ​Must have solid experience in creating reports and dashboard from scratch
  • Scheduling, Capacity Planning, and Forecasting working knowledge is a plus
  • Excellent presentation skills (Powerpoint, Excel, Google sheets etc.)

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