Management Information Systems - Call Center

Teleperformance Global Services FZ-LLC; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

A leading company specializing in call center services is seeking a talented individual to enhance their reporting and performance analytics team. The successful candidate will work on designing MIS reports that drive data-driven decisions and improve operational efficiency. This role requires proficiency in data analysis tools and significant experience in a call center environment. The opportunity offers room for professional growth and contribution to impactful projects.

Qualifications

• Minimum 2 years of experience in a call center with a focus on data analysis and reporting.
• Certification in call center management or data analytics is a plus.
• Experience in project management and process improvement methodologies preferred.

Responsibilities

• Design and maintain MIS reports for call center performance metrics.
• Analyze data trends and customer feedback for service improvement.
• Monitor and evaluate KPIs to ensure performance targets are met.

Skills

Data analysis

Reporting

Data-driven decision-making

Education

Bachelor's degree in Management Information Systems

Bachelor's degree in Business Administration

Tools

Excel

SQL

MIS software

Job description

• Design and maintain MIS reports that provide actionable insights on call center performance metrics, enabling data-driven decision-making.
• Analyze data trends and customer feedback to identify areas for improvement in service delivery and operational efficiency.
• Collaborate with IT to ensure that call center software and systems are integrated and functioning optimally for seamless operations.
• Develop and implement training programs for staff on new technologies and reporting tools to enhance their effectiveness and productivity.
• Monitor and evaluate key performance indicators (KPIs) to ensure targets are met and prepare regular performance reports for management.

Desired Candidate Profile

• Bachelor's degree in Management Information Systems, Business Administration, or a related field is essential.
• A minimum of 2 years of experience in a call center environment with a focus on data analysis and reporting.
• Proficiency in data analysis tools such as Excel, SQL, or specialized MIS software is required.
• Certification in call center management or data analytics would be advantageous.
• Experience in project management and process improvement methodologies, such as Six Sigma, is preferred.