Performance & Reporting Analyst - Service Channels

XAD Technologies; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading technology firm in Dubai seeks a Performance and Reporting Analyst to enhance service channel performance through data analysis and reporting. This role involves gathering data, developing insightful dashboards, and tracking key performance indicators. Ideal candidates should have a Bachelor’s degree and at least 2 years of experience in a similar role within the telecommunications sector. Proficiency in Excel, SQL, and data visualization tools is essential. This position offers a full-time role in a dynamic environment.

Qualifications

• Minimum of 2 years in a data analysis or reporting role, preferably in telecommunications.
• Strong ability to interpret complex data sets and provide insights.

Responsibilities

• Gather and analyse data to monitor performance metrics.
• Develop dashboards that provide actionable insights.
• Track key performance indicators (KPIs) to recommend improvements.

Skills

Data analysis

Reporting

Problem-solving

Communication

Adaptability

Education

Bachelor’s degree in Business, Information Technology, Telecommunications or related field

Tools

Excel

SQL

Power BI

Tableau

Job description

Department: Customer Operations & Fulfilment Telecom

Reports To: Reporting & Performance Manager

Working Hours: Sunday to Thursday 9:00 AM to 6:00 PM

Location: Dubai, United Arab Emirates

Role Overview

The Performance and Reporting Analyst Service Channels is responsible for collecting, analysing and reporting data related to service channel performance. This role supports the department by providing insights that drive strategic decisions, improve customer experience and enhance operational efficiency.

Key Responsibilities

• Data Collection & Analysis: Gather and analyse data from various service channels to monitor performance metrics and identify trends.
• Reporting: Develop and maintain dashboards and reports that provide actionable insights to stakeholders.
• Performance Monitoring: Track key performance indicators (KPIs) to assess the effectiveness of service channels and recommend improvements.
• Process Improvement: Collaborate with cross‑functional teams to implement strategies that enhance service delivery and customer satisfaction.
• Stakeholder Communication: Present findings and recommendations to management and other stakeholders to inform decision‑making processes.

Qualifications

• Education: Bachelor’s degree in Business, Information Technology, Telecommunications or a related field.
• Experience: Minimum of 2 years in a data analysis or reporting role, preferably within the telecommunications industry.
• Technical Skills: Proficiency in data analysis tools such as Excel, SQL and data‑visualisation platforms like Power BI or Tableau.
• Analytical Skills: Strong ability to interpret complex data sets and translate them into meaningful insights.
• Communication Skills: Excellent verbal and written communication skills to effectively convey information to diverse audiences.
• Problem‑Solving: Demonstrated ability to identify issues and develop practical solutions.

Preferred Attributes

• Attention to Detail: High level of accuracy in data analysis and reporting.
• Adaptability: Ability to work in a fast‑paced environment and manage multiple priorities.
• Team Collaboration: Strong interpersonal skills to work effectively within a team.