Job Description

Job Title: MIS Analyst

Job Summary:

The MIS Analyst will be responsible for managing and analyzing data related to the performance of the contact centre operations. This role will involve generating reports, identifying trends, and providing insights to optimize operational efficiency and improve customer satisfaction. The ideal candidate should have a strong understanding of contact centre operations, excellent analytical skills, and proficiency in data analysis tools.

Responsibilities:

1. Collect, organize, and analyze data related to contact centre operations including call volumes, agent performance metrics, customer interactions, and other relevant data points.

2. Develop and maintain databases and data systems necessary for data analysis and reporting.

3. Generate regular reports and dashboards to track key performance indicators (KPIs) such as average handle time, first call resolution, service level adherence, and customer satisfaction scores.

4. Identify trends and patterns in contact centre data to uncover insights and opportunities for process improvement and optimization.

5. Collaborate with contact centre managers and other stakeholders to understand business requirements and provide data-driven recommendations.

6. Conduct ad-hoc analysis and special projects as assigned by management to support strategic initiatives and decision-making.

7. Ensure data accuracy and integrity by conducting regular audits and validations of data sources.

8. Stay informed about industry best practices and emerging trends in contact centre technology and analytics.

Requirements:

1. Proven experience working as an MIS Analyst or similar role in a contact centre environment.

2. Proficiency in data analysis tools such as Microsoft Excel, data visualization software (e.g., Tableau, Power BI).

3. Strong analytical and problem-solving skills with the ability to interpret complex data sets.

4. Excellent communication skills with the ability to present findings and recommendations effectively to stakeholders at all levels.

5. Detail-oriented mindset with a commitment to data accuracy and integrity.

6. Ability to work independently and manage multiple priorities in a fast-paced environment.

7. Knowledge of contact centre operations and metrics such as call volume, average handle time, and service level agreements (SLAs) is preferred.

8. Familiarity with contact centre technologies and software platforms (e.g., CRM systems, workforce management tools) is a plus.

How To Apply:

Submit Your Updated CV, Copy of Your ID and Matric Certificate

Email: Recruitment@icallgroup.com

WhatsApp: 063 153 8097

Job Type: Full-time

Work Location: In person