Service Review Insights Lead

Discovered MENA; Dubai; On-site; AED 400,000 - 650,000; Full time

Job summary

Discovered MENA is hiring a Service Review Insights Lead to join a fast growing data analytics division in Dubai. You will own the delivery of top tier review decks and board packs for executive decision makers.

You will combine data visualization, operational performance analysis, and narrative building to keep senior leaders informed. You must bring a background in call centre environments, displaying a deep understanding of voice metrics and operational performance.

Qualifications

• Proven experience in call centre operations with strong voice metrics expertise
• Exceptional data storytelling abilities with history of preparing executive packs
• Strong background in data visualization, KPI automation, and reporting frameworks
• Ability to manage cross-functional team members while juggling multiple reporting schedules

Responsibilities

• Lead the creation of high impact business review packs and board presentations for senior executives
• Translate raw operational metrics into compelling stories that drive strategic action
• Proactively spot trends, anomalies, and efficiency gains within voice and call centre operations
• Standardize visual reporting models across all business units for consistency
• Guide a team of data and insight professionals to elevate company-wide reporting standards
• Collaborate with leadership, strategy, and finance to align reporting with core business goals

Job description

We are hiring a Service Review Insights Lead to join a fast growing data analytics division in Dubai.

Our client is a major organization focused on driving operational excellence and high level decision making across its business units. You will direct a multidisciplinary team to transform operational data into clear strategic direction.

Discover the role

As the Service Review Insights Lead, you will own the delivery of top tier review decks and board packs for executive decision makers.

You will combine data visualization, operational performance analysis, and narrative building to keep senior leaders informed. You must bring a background in call centre environments, displaying a deep understanding of voice metrics and operational performance.

Discover the responsibilities

• Lead the creation of high impact business review packs and board presentations for senior executives
• Translate raw operational metrics into compelling stories that drive strategic action
• Proactively spot trends, anomalies, and operational efficiency gains within voice and call centre operations
• Standardize visual reporting models across all business units to ensure total consistency
• Guide a dedicated team of data and insight professionals to elevate company wide reporting standards
• Work directly alongside leadership, strategy, and finance teams to align reporting with core business goals

Discover the requirements

• Proven experience within call centre operations, with strong subject matter expertise in voice environment metrics
• Exceptional data storytelling abilities, with a history of preparing top level executive packs Demonstrated experience presenting complex data structures directly to C suite decision makers
• Strong background in data visualization, KPI automation, and performance reporting frameworks Ability to manage cross-functional team members while managing multiple reporting schedules simultaneously
• Strong business acumen with an eye for detail and visual presentation excellence