MIS & SLA Analytics Lead

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

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.