Assistant Manager, MI & Analytics
Atlantis
Employer Active
Posted 8 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Job Description
Manage daily, weekly, and monthly performance reports for Contact Centre operations, ensuring data accuracy and timely delivery.
Analyze key performance indicators (KPIs) to identify operational trends and performance improvement opportunities.
Develop data visualization dashboards using tools such as Power BI, Tableau, or Looker.
Partner with leadership to forecast demand, optimize resource planning, and improve service efficiency.
Conduct root-cause analysis on variances in service metrics like AHT, occupancy, and customer satisfaction.
Provide recommendations to enhance contact centre performance through data-driven insights.
Maintain data integrity by verifying data sources and implementing quality control procedures.
Support automation of reporting processes and identify areas for technological enhancement.
Work collaboratively with IT, Finance, and Operations teams to ensure alignment on business objectives.
Skills Set
Data Analysis and Business Intelligence
Reporting and Visualization (Power BI, Tableau, Excel)
Forecasting and Trend Analysis
Contact Centre Operations Understanding
Performance Monitoring and KPI Management
Process Optimization and Automation
Cross-functional Collaboration
Desired Candidate Profile
Bachelor s degree in Business, Data Analytics, Mathematics, or Hospitality Management.
2 4 years of experience in reporting, management information (MI), or analytics within a Contact Centre or hospitality environment.
Strong command of Excel (pivot tables, formulas, macros) and proficiency in visualization tools such as Power BI, Tableau, or Looker.
Understanding of contact centre KPIs, forecasting, and workforce management.
Excellent communication, analytical thinking, and presentation skills.
Ability to handle large data sets and deliver actionable insights under tight timelines.
Proactive, detail-oriented, and comfortable working cross-functionally in a dynamic environment.
Company Industry
Department / Functional Area
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Atlantis
Atlantis Dubai, part of Kerzner International, operates two of the most iconic resorts in the world Atlantis The Palm and Atlantis The Royal. Renowned for exceptional service, innovation, and unforgettable experiences, Atlantis continues to lead the global hospitality industry by creating amazing experiences and everlasting memories for guests and colleagues alike.