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Mis Reporting Analyst

2 weeks ago

Cape Town, South Africa Tech Mahindra Full time

**Role title : MIS Analyst, Business Intelligence**

**Purpose**
- Highlight and analyze center performance to support cost effective and efficient operations
**Responsibilities**
- Generate & distribute management reports in accurate & timely manner
- Ensuring accuracy of reports, including periodic audits.
- Design appropriate reports that meet operational and business needs
- Publish and maintain Executive reports
- Analyze department performance and highlight exceptions on a regular basis
- Automating various business and advisor reports
**Role requirements**
- Minimum of 1 year of experience in similar role in a contact center
- Customer orientation
- Accountability
- Achievement orientation
- People orientation
- Communication
- Analytical thinking and problem solving
- Planning and organizing
- Change management
- Good Knowledge of the operational process, policy and procedure
- Advanced knowledge of MS Excel and SQL query design
- Basic knowledge of database management
**Service Delivery**

**Reporting activities**:

- Acquire data form Primary or Secondary data sources & maintain database
- Generate & distribute management reports in accurate & timely manner
- Maintain the reporting templates, and update to reflect the ever changing requirements.
- Develop MIS documentation to allow for smooth operations & easy system maintenance
- Publish the weekly analysis on time
- Create Monthly & Quarterly Business Reviews; submit it on time to the Management for review.
- Design and generate customized reports based on requests stakeholders in Operations/Change
- Identify deficiencies in provided data sets
- Be able to work/generate simple to medium complex SQL queries for reporting purpose
- Online performance dashboard maintenance & data automation
- Data support for Projects, New launches, Process changes initiatives, campaigns etc.
**Communication**
- Identify and communicate with Operations as required; resolve any issues with complete understanding and customer focus
- Participate and contribute in meetings and discussions, when called upon
- Communicate the organization vision and purpose, center and department goals, performance results with direct reports
- Communicate the key performance deliverables to the direct reports and agree on expectations
- Communicate center updates, team performance and results, policy and procedure changes
**Teamwork and motivation**
- Develop rapport with team members, keeping in mind that rapport drives engagement levels, which in turn affects retention
- Identify and develop team members who are ready for greater responsibilities and higher roles
- Encourage and motivate team members by driving an effective reward and recognition system
- Recognize contribution (e.g., cross functional, peer), which will help in building effective working relationships

**Job Types**: Full-time, Permanent

Work Remotely:

- No