MIS & Data Analyst Ejadah Asset Management Group LLC

Job Description

Roles & Responsibilities

Desired Candidate Profile

Educational Qualifications

• Bachelor’s Degree

Certifications (Preferred/Optional):

• MS Excel Certification (Advanced Level – including PivotTables, VLOOKUP, Macros, etc.)

• Data Analytics or Business Intelligence tools certification (Power BI, Tableau, or Google Data Studio – preferred)

• MIS Reporting Tools certification (e.g., SQL, Microsoft Access – optional but advantageous)

• Contact Centre Analytics or Workforce Management tool training (e.g., NICE, Verint, Genesys WFM – if applicable)

• ITIL Foundation Certification (optional, useful in structured IT environments)

Experience:

• 2–4 years of experience in an MIS or reporting role within a Contact Centre, Customer Experience, or Shared Services environment

• Proven experience in generating daily, weekly, and monthly performance dashboards and management reports

• Hands-on experience with Excel, PowerPoint, and reporting automation tools

• Experience working with large datasets, analysing agent productivity, call volumes, SLA adherence, and customer metrics (CSAT, AHT, FCR, etc.)

• Exposure to CRM systems (e.g., Salesforce, Zendesk) and contact centre platforms (e.g., Genesys, Avaya) is a plus

• Experience in coordinating with operations, quality, and training teams to align reporting with business goals

Technical Competencies:

• Data Analysis & Reporting: Ability to interpret data and generate accurate, insightful reports using tools like Excel, Power BI, or Tableau.

• CRM & Contact Center Systems: Working knowledge of CRM platforms (e.g., Salesforce), CAFM tools (e.g., Maximo), and contact center systems (e.g., Genesys, Freshdesk).

• Automation & IT Coordination: Familiarity with basic process automation, user acceptance testing (UAT), and collaborating with IT teams for tool enhancements.

Behavioural & Functional Competencies:

• Attention to Detail: High level of accuracy in audits, reporting, and data validation.

• Analytical Thinking: Ability to identify trends, root causes, and recommend data-driven actions.

• Problem Solving: Proactive in identifying operational or technical issues and suggesting solutions.

• Communication Skills: Clear, concise, and professional in both written and verbal communication with cross-functional teams.

• Collaboration: Strong team player with the ability to work effectively with Quality, IT, Operations, and Training teams.

• Adaptability: Comfortable working in a dynamic environment with evolving tools, processes, and priorities.

Customer-Centric Mindset: Focused