Department: Customer Operations & Fulfilment Telecom

Reports To: Reporting & Performance Manager

Working Hours: Sunday to Thursday, 9:00 AM to 6:00 PM

Location: Dubai, United Arab Emirates

Role Overview

The Performance and Reporting Analyst - Service Channels is responsible for collecting, analyzing, and reporting data related to service channel performance. This role supports the department by providing insights that drive strategic decisions, improve customer experience, and enhance operational efficiency.

Key Responsibilities

• Data Collection & Analysis: Gather and analyze data from various service channels to monitor performance metrics and identify trends.
• Reporting: Develop and maintain dashboards and reports that provide actionable insights to stakeholders.
• Performance Monitoring: Track key performance indicators (KPIs) to assess the effectiveness of service channels and recommend improvements.
• Process Improvement: Collaborate with cross-functional teams to implement strategies that enhance service delivery and customer satisfaction.
• Stakeholder Communication: Present findings and recommendations to management and other stakeholders to inform decision-making processes.
• Education: Bachelor's degree in Business, Information Technology, Telecommunications, or a related field.
• Experience: Minimum of 2 years in a data analysis or reporting role, preferably within the telecommunications industry.
• Technical Skills: Proficiency in data analysis tools such as Excel, SQL, and data visualization platforms like Power BI or Tableau.
• Analytical Skills: Strong ability to interpret complex data sets and translate them into meaningful insights.
• Communication Skills: Excellent verbal and written communication skills to effectively convey information to diverse audiences.
• Problem-Solving: Demonstrated ability to identify issues and develop practical solutions.

Preferred Attributes

• Attention to Detail: High level of accuracy in data analysis and reporting.
• Adaptability: Ability to work in a fast-paced environment and manage multiple priorities.
• Team Collaboration: Strong interpersonal skills to work effectively within a team.

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