MIS Analyst | Customer Engagement Center | Dubai - 3431960

  • MIS Analyst | Customer Engagement Center | Dubai Jobs in Dubai - 3431960

  • 2 - 5 Years
  • Dubai (Dubai)
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Job Description

MIS Analyst | Customer Engagement Center | Dubai

Date 03-Mar-2020

Location Dubai, AE

Company Al Futtaim Private Company LLC

Job Requisition ID 53786

No two days are the same at Al-Futtaim, no matter what role you have Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get The chance to push the limits every single day

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees Youll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us

Come join us to live well, work better, and be the best

Job Title MIS Analyst

Reports to Workforce Manager

Direct Reports NA

Department Customer Engagement Centre

Location Toyota Showroom, Mezzanine floor, SZR, Dubai

To ensure that correct, accurate and relevant reports are drawn from the data that is produced by 120 resources across 400 queues and 6 different channels which operate 247 for the whole of the Automotive group The brand reports agent level and campaign level reporting for Toyota, Lexus, Honda, TE, Automall, IE, ASU and Hertz
The role is required to create reports which highlight the successes and misses across different campaigns, at channel, queue and agent level which allows the RPEs and team managers to drive best practices and solutions within the operations teams to ensure maximum ROI on every campaign within appropriate time frames

Key Responsibilities

Reporting, Gap Analysis, and Forecasting

Timely, consistent, relevant, and accurate daily, weekly and monthly reports
Reports analysis and identify best practices
Reports analysis and identify challenges and areas for improvement
Daily reports of staff attendance
Reconcile daily attendance against planned schedule

Customer Experience and Engagement

Prepare monthly schedule to be shared two weeks prior to start of succeeding month
Adhoc scheduling to ensure adequate daily resource coverage
Manage one-on-one meeting of agents with Line Managers
Manage courses training of agents for growth
Asset and full system readiness of newly on boarded associates within 7 days working days from asset receipt
Smooth transportation logistics of associates and other administrative support

Qualifications, Experience & Skills

Minimum Qualifications and Knowledge

Knowledge of contact center metrics
2 years relevant experience (contact center resource planner or business analyst in contact center field)

Job-Specific Skills

Advanced proficiency in Excel, forecasting, and data analysis

Behavioural Competencies

Results, quality, and detail-oriented with the ability to gather, interpret, and analyze data and information
Strong organizational, planning and time management skills with the ability to prioritize tasks


Were here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish

Before you click apply Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process We make every effort to review and respond to every application

Profile Summary

Type:Company Job


Industry:Consumer Durables/FMCG, Retailing

Salary:As per Industry Standards


Deadline:14th Feb 2025

Company Profile

Industry Retail, Shops, Malls (Home Appliance/ Consumer Electronics Dealers, Service Centres)

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