MIS Executive

Teleperformance Global Services FZ-LLC; Dubai; On-site; AED 90,000 - 150,000; Full time

Job summary

Teleperfomance Global Services FZ-LLC is seeking an MIS and Reporting professional to manage SLA performance reporting and data integrity. The role involves creating and customizing reports, forecasting workloads, and presenting insights to OPS and clients.

You will collaborate with cross-functional leaders, ensure adherence to information security policies, and drive improvements through coaching and process updates. A degree and several years in customer service/MIS are expected.

Qualifications

• Graduate from a recognized university in any discipline.
• Overall 4 years customer service experience with minimum of 2 years experience as MIS role.

Responsibilities

• Publish SLA performance reports on time and accurately.
• Schedule rostering based on past trends to protect service levels.
• Attend weekly client review meetings for reports.
• Customize reports to meet client requirements.
• Interact with leadership across functions.
• Provide daily, weekly, monthly, quarterly, yearly, and ad-hoc MIS reports.
• Audit data from multiple sources and ensure accuracy.
• Create and modify templates to simplify data collection.
• Ensure information security policies are followed and data protected.
• Develop short- and long-term workload forecasts.
• Review payroll-related analyses provided by Operations.
• Share relevant MIS information with internal teams as required.

Skills

MIS reporting

Data analysis

Stakeholder communication

Information security awareness

Education

Bachelor's degree in any discipline

Job description

FUNCTIONAL OPERATIONAL Customer

• Ensure SLA performance reports are published timely and accurately
• Ensure scheduling rostering is done accurately factoring the past trends to make sure that the Service levels are not impacted thereby leading to end user dissatisfaction
• Attends weekly review meetings with clients on various reports
• Customizes reports as required by clients
• Interacting with multiple level of leadership across functions verticals
• Provides daily weekly monthly quarterly yearly any ad-hoc performance report to OPS and the client based on internal metrics
• Ensure all Operations processes relating to SLA adherence e g Break schedules leave management and performance tracking are done on a regular and timely basis
• Required to comply with any client process updates internal external for accurate tracking of performance and data
• Taking ownership of enhancing performance through feedback and coaching from supervisors
• Liaise with other departments both internal and external
• Creating new templates and modifying existing ones to simplify data collection from various sources
• Auditing data received from various sources
• Sharing relevant MIS information with other departments as and when required
• Develop short term Long term workload forecasts
• Reviews Analyses information given by the Operations for Payroll

• High emotional intelligence ability to read and navigate situations and diverse audiences with respectResilience optimism and a sense of humor

• Information Security strong
• General Security Responsibilities
• Adhering to Information Security Policies and Procedures
• Ensuring compliance to Information Security Policies and Procedures
• Specific Security Responsibilities
• Understand and Comply with Information Security Policies and Procedures and report all security incidents
• Ensure the audit non-compliances are fixed within the stipulated timelines
• Protect information entrusted to you
• Follow the information labeling and handling procedures based on the classification level of the asset
• Follow the Clear Screen and Clear Desk Policy
• Adhere to the Code of Conduct email usage policy and customer information and data security policy
• Comply with the Non Disclosure Agreement

• Graduate from recognized university in any discipline. / Undergraduates with two years of experience Overall 4 years customer service experience withminimum of 2 year experience as MIS role