MIS & Data Analyst

Ejadah; United Arab Emirates; On-site; AED 120,000 - 180,000; Full time

Job summary

Ejadah in Dubai seeks an analytical MIS & Data Analyst to join its Customer Experience team. You will prepare MIS reports and dashboards, analyze operational and customer data, and drive reporting automation initiatives.

Responsibilities include KPI analysis, Voice of Customer studies, data governance, and collaboration with Operations, Quality, Training and IT teams. A Bachelor's degree with 2–4 years experience is required.

Qualifications

• Bachelor's degree in a relevant field.
• 2–4 years MIS or reporting experience in a Contact Centre, CX or Shared Services environment.
• Advanced proficiency in Microsoft Excel, including PivotTables, VLOOKUP and macros.
• Experience with Power BI, Tableau or similar BI tools.
• Exposure to SQL, Salesforce, Zendesk, Genesys, Avaya, Freshdesk or Maximo is advantageous.

Responsibilities

• Prepare daily, weekly and monthly MIS reports and dashboards.
• Analyse KPIs including productivity, SLA, FCR, CSAT, AHT and volume trends.
• Conduct Voice of Customer analysis using surveys, complaints and interaction data.
• Identify trends, anomalies and root causes through statistical analysis.
• Support dashboard automation, data integration and UAT activities.
• Maintain data accuracy, governance and reporting documentation.
• Coordinate with Operations, Quality, Training and IT teams.

Skills

Power BI

Excel

PivotTables

VLOOKUP

Macros

SQL

Salesforce

Zendesk

Genesys

Freshdesk

Maximo

Education

Bachelor's degree

Tools

Power BI

Tableau

Job description

Ejadah is looking for an analytical and detail-oriented MIS & Data Analyst to join its Customer Experience team in Dubai.

The successful candidate will be responsible for preparing accurate MIS reports and dashboards, analysing operational and customer data, generating actionable insights, and supporting reporting automation initiatives.

Key responsibilities:

• Prepare daily, weekly and monthly MIS reports and performance dashboards
• Analyse KPIs including productivity, SLA, FCR, CSAT, AHT and volume trends
• Conduct Voice of Customer analysis using surveys, complaints and interaction data
• Identify trends, anomalies and root causes through statistical analysis
• Support dashboard automation, data integration and UAT activities
• Maintain data accuracy, consistency, governance and reporting documentation
• Coordinate with Operations, Quality, Training and IT teams

Candidate profile:

• Bachelor's degree
• 2–4 years of MIS or reporting experience within a Contact Centre, Customer Experience or Shared Services environment
• Advanced proficiency in Microsoft Excel, including PivotTables, VLOOKUP and macros
• Experience with Power BI, Tableau or similar business intelligence tools
• Ability to work with large datasets and generate meaningful business insights
• Exposure to SQL, Salesforce, Zendesk, Genesys, Avaya, Freshdesk or Maximo would be advantageous

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