MIS Analyst

Ubiquity Global Services, Inc.•Eastwood, LA

About The Position

The MIS Analyst will be responsible for developing and distributing Contact Center reporting, modifying and updating scorecards, dashboards, and other operational reports. This role requires ensuring data integrity and accuracy, collaborating with various leaders to create and modify reports, and analyzing data to provide business recommendations. The analyst will manage the end-to-end lifecycle of dashboards and reports, conduct UAT, troubleshoot issues, and maintain trackers for ongoing programs. Additionally, the role involves assisting in report automation, implementing cross-functional KPIs, improving data availability through cross-functional liaison, and partnering with application teams to develop reports and dashboards. The analyst will also leverage data structures to ensure a single source of information. This position also involves managing the day-to-day operations of the MIS team, using business data and statistical methods to provide insights into business performance, and suggesting improvements. The role includes implementing and overseeing analytical approaches, developing strategies, and making recommendations to management. The analyst will control and develop internal/external information sources, manage subordinate staff, ensure project milestones are met, and analyze operational performance metrics. They will also provide recommendations to improve account performance, conduct deep-dive analysis, and present findings to stakeholders and clients. The role includes supervising and developing MIS Analysts, maintaining a strong customer service orientation, and performing other requested duties.

Requirements

1-3 years of experience with data analysis and preparation, including experience with large data sets
Experience in extracting data from CMS and other reporting platform
Strong data analytics and creation of reports
Experience in automating task/reports that are manual to reduce cycle time and defects.
Proficient user of Excel, SQL and understanding call center statistics a must.
Knowledge in VBA, macros, linked data, pivot chart tools, design tools, Google sheets
Experience in developing dashboards and understandable reports and useful visualization.
Strong business and collaboration skills and responsiveness to service needs and operational demands.
Utilization of data discovery tools such as Microsoft Power BI (preferred), Qlik, Tableau etc.
Advanced Excel covering Power pivots and Macros.
SQL Query for troubleshooting data.
Ability to tell a story with data and drive data literacy.
Ability to build good relationships and work cross-functionally.
High-functioning communications skills (both verbal and written); ability to interface with senior leadership.
Creative/Innovative thinking
Flexible schedule and excellent attendance record
Should be amenable to work on different schedules (i.e. Day Shift, Mid Shift, Night Shift)
Background with Workforce facets such as capacity planning, forecasting and other Workforce metrics/calculations – call volumes, AHT, adherence, intraday patterns, root cause analysis
Effective communication and interpersonal skills
Excellent presentations skills (Powerpoint, Excel, Google sheets etc.)
Proficient in analysis and interpretation of data
Strong leadership abilities and good time management skills
Excellent problem-solving and management skills
Experienced in managing a team
Ability to train junior staff
Must be a regular employee of Ubiquity
At least 6 months in their current role
Average Scorecard Rating (3 months) should be at least 3.0 or Meets Expectations
No active Disciplinary Action (DA)
Must have solid experience in creating reports and dashboard from scratch

Nice To Haves

Scheduling, Capacity Planning, and Forecasting working knowledge is a plus

Responsibilities

Develop and distribute Contact Center reporting.
Modify, revise, and update scorecards, dashboards, Aux/productivity, and other operational needed reports.
Responsible for data integrity, accuracy of all reporting requirements.
Works with Workforce leaders, Senior Site managers and Sales leaders to create new or modify existing reporting.
Analyses data to ensure integrity and structures data to help support or provide business recommendations i.e. Performance Metrics
Responsible for collecting and analysing large amounts of data to enable visualization, insights, and data-driven decision-making insights.
End to End lifecycle management and maintenance of Dashboards and reports
Communicate effectively during the development phase for tool / report implementation.
Conduct and lead UAT, Troubleshooting and Resolution for database and reporting tool implementation
Maintaining and updating trackers for ongoing programs & projects
Assisting in automating reports by designing macros
Implementation and management of cross-functional performance indicators (KPI- s) to deliver related insights, seeking to drive significant impact and value enabled through data-driven decisions across the business.
Improve the data availability by being the liaison between cross functional teams.
Partner with the application / delivery team on developing reports/ dashboards to feed into daily, weekly, monthly, quarterly, and annual KPI and other dashboards.
Leverage data and information structure to ensure - single source of information.
Manages day to day operation MIS team that use business data and statistical methods to provide insight into business performance and suggest area and methods of improving operations.
Implements and oversees the analytical approaches and methodologies. Developing strategies, and making suggestions for improvement, insight, and recommendations to management for decision making and strategic planning.
Controls and develops internal/external information sources for business analysis.
Manages subordinate staff in the day-to-day performance of their jobs.
Ensures that project/department milestones/goals are met and adhering to approved budgets.
Will be doing analytics on operational performance metrics
Analyse performance, correlate metrics and drive targeting action plan
Provide recommendations to improve account performance
Will be doing a deep dive analysis of the performance
Give presentation of analysis to stakeholders and clients
Supervises personnel under the Department such as MIS Analyst – develops, coaches, and motivates personnel on day-to-day activities.
Maintains strong customer service orientation in dealing with various departments and Department heads.
Performs other duties that may be requested from time to time.