Specialist - Reporting & Performance

Job Description:

• Lead team in data visualization and automation of performance management KPI reports using Power BI, Teradata, MS SQL Server databases, and reporting services to increase efficiency in processes and reduce man hours.
• Proactively involve in integration of different information systems to develop performance management KPIs/scorecards that highlight performance deficiencies on micro and macro levels inside the department based on a comprehensive performance matrix and Balanced Business Scorecard approach.
• Evaluate current business performance management processes, highlight inefficiencies, and recommend improvements ensuring maximum efficiencies.
• Ensure implementation of best performance management techniques with support of relevant reporting tools (Power BI/Teradata/SQL Server/Reporting Services) to forecast and develop performance management matrix.
• Manage the process of identifying Key Performance Indicators (KPIs) relevant to strategic planning and pre-defined departmental objectives.
• Look after areas of data modeling, performance reporting, analysis, and automation.
• Work with business units to gather information to formulate and develop business needs for performance management.
• Prepare insights for Exco, trade review, and other management meetings.
• Ensure availability of sufficient records of key performance indicators pertaining to Sales/Customer Operations/Experience & Service Fulfillment for preparing insights/analysis and highlighting strengths and weaknesses in a process coupled with action plans for improvement.
• Determine processes and methods used in performance management system; propose modifications and additional system components required.
• Identify business requirements and produce specifications to create performance management system/solution.
• Design new business performance improvement KPIs with the help of operational heads using best determined methods to improve efficiency.
• Align business performance reporting sources with IT and technical teams to provide the best possible information available for improvement.
• Ensure visibility on departmental key performance indicators based on business-critical measures.
• Support management team in developing a framework for performance tracking.
• Build strong back-end and Data Mart to provide the information & analysis needed to accurately and instantly reflect the customer experience and support the Customer Operations & Fulfillment Team with the required insight.
• Ensure that sales channels, customer operations & service management are supported with intelligent reports that help them understand customer behavior and profiles through automated reporting.
• Focus on developing performance monitoring agent scorecards/reports of Contact Centre staff to improve their effectiveness and results.
• Provide business intelligence and data mining support for the business and execute sophisticated quantitative analysis and advanced modeling that translates data into actionable insights for internal stakeholders.
• Work closely with all internal stakeholders and share insights that help to improve performance, increase efficiency, and prioritize our customer experience improvement efforts.

Requirements:

• Bachelors/Masters in the field of IT/CS/Telecom Engineering.
• At least 08-10 years of relevant experience.
• Must be available for onsite interview in UAE - if required.

Benefits:

Salary: 14,000/- to 15,000/- AED per month