Generate, analyze, and interpret contact center performance data using Power BI and Microsoft Applications for internal stakeholders and senior management.
Ensure data accuracy and integrity across various systems, including data extraction and reporting from platforms like Genesys, Otolink, Keyloop, Microsoft Applications, Nanosoft, Yardi, Karix, and Konnect Insights.
Design and manage reporting templates and dashboards to align with KPIs and Contact Center operational goals.
Collaborate with CS & S Manager and Customer Quality Officer to improve reporting standards, data collection methods, and analysis techniques.
Provide actionable insights from data analysis to enhance contact center operations and customer experience.
Manage end-user access and permissions for data platforms to ensure security and data integrity.
Monitor reporting platforms for seamless data flow and on-time report delivery.
Develop data collection strategies to support CRM campaigns and data-driven decision-making.
Create digital campaigns in Genesys contact center platform and report the campaign results.
Assist CS &S Manager in managing the contact center operation in coordination with CC supervisor.
Requirements
Bachelor’s degree in information management, Computer Science, or equivalent degree
2 - 3 years’ experience in business intelligence; 2-4 years’ experience in contact center as call agent &/or team leader &/or supervisor managing multiple channels/processes 3. Analytical skills, the ability to analyze large data sets
Ability to analyze, research or query data
Ability to present, interpret, discuss or write about the conclusions, inferences and results gained from researching data
Ability to analyze data in Excel, prepare Excel spreadsheets or PowerBI
Excellent time management
Maintain production and quality standards.
Punctuality and efficiency, with the ability to prioritize
Strong knowledge in Genesys PureCloud contact center platform.
Ability to create Powerbi workspace and connect datasets from external applications/platforms.
Benefits
Employment Visa
Paid Annual Leave
Medical Insurance for self & dependents
Return air ticket every two years for self & 3 dependents
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What is an ATS CV?
Applicant Tracking System or "ATS", is the software that 'READS' your CV and stores this information in a database. Like this:
If the CV is not made as per the RULES of the ATS, the information will get messed up in the database. Like this:
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... And, you'll wonder why you get rejected in spite of being a PERFECT MATCH for the Job.
Read more about the ATS CV here:
www.dubai-forever.com/cv-writing-services.html#ATS-Compliant-CV
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DETAILS TO REGISTER FOR THIS JOB:
NOTE: ATS-compliant CV is MANDATORY!
https://careers.al-majid.com/jobs/Careers/627581000056406518/Customer-Intelligence-Officer?source=CareerSiteNOTE: ATS-compliant CV is MANDATORY!
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What's the most IMPORTANT thing you should read about a CV Writing Service?
Customer Satisfaction Reviews, right?
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Visit my LinkedIn Profile, and then scroll down to the Recommendations section.
Navigate here for more testimonials/feedback about our expertise and results:
www.dubai-forever.com/resume-writing-feedback.html
www.dubai-forever.com/cv-writing-reviews.html
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Join the Fastest Growing Job Group on LinkedIn:
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We support the Far-Sighted, Growth-Oriented Vision announced by the UAE, Saudi Arabia, Qatar, Oman, Kuwait and Bahrain.
It's an exciting time and the next 30 - 40 years will see massive growth in jobs in the GCC countries.
Excited about working in the GCC? Click on one of the banner's below...
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SOCIAL INITIATIVE:
We publish job vacancies on this Job Portal (https://www.dubai-jobs.me) and our Whatsapp groups (www.dubai-forever.com/whatsapp-jobs.html) for the benefit of job-seekers.
It is to help people who are searching for jobs from across the world.
This is a Social Initiative from our team @ dubai-forever.com, so please help us in this Noble Task by Forwarding these jobs within your Network.
Do this GOOD DEED.
You never know who will benefit from it.
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