MIS Analysts – Call Center at Medical Administrators (K) Limited (MAKL)

Reports to: Senior Manager – Customer excellence

Level: Technical Level

Principal Role: The MIS Analyst will conduct full operations lifecycle activities to include requirements analysis and design, develop analysis and reporting capabilities, and continuously monitor performance and quality control plans to identify improvement areas.

Key Responsibilities and Deliverables:

Essential Responsibilities

• Provide weekly, monthly and annual forecasts and resource planning in order to support the department performance objectives
• Interpret data, analyze results using statistical techniques and provide ongoing reports
• Identify, analyze, and interpret trends or patterns in complex data sets
• Generate and distribute management reports (periodic and ad hoc) in an accurate and timely manner
• Develop and implement data collection systems and other strategies that optimize statistical efficiency and data quality
• Acquire data from primary or secondary data sources and maintain databases/data systems
• Review system reports and performance indicators to locate improvement opportunities on process, service and resource planning
• Work closely with supervisors and management to prioritize business and information needs
• Defining inputs for ad hoc Business Case justification
• Analyze business information to identify process improvements for increasing business efficiency and effectiveness
• Participate in cross-functional meetings to resolve recurring customer issues
• Link to IT & other source departments on system issues relating to reporting
• Ensure there is a recovery plan on data relating to customer support operations
• Manage the information systems through defining data entry & extraction points
• Define system access matrixes for Team as per security and IT Policies
• Provide customer support and assistance in issue troubleshooting and resolution

Qualification and Experience

• A good understanding of customer support resources, forecasting and planning techniques and how their successful deployment can deliver step change in the customer experience and operation efficiency
• 2 years’ experience in a large 24/7 and diverse customer support operation, preferably in ICT sector
• Experience with Workforce Management technologies, preferably within a multi-site or multi-skilled, complex telephony environment
• Recent and demonstrable experience in data analysis, reporting and planning
• Technical expertise regarding data models, database design development, data mining and segmentation techniques
• Knowledge of statistics and experience using statistical packages for analyzing large datasets (Excel, SPSS, SAS etc.)
• Added advantage – reporting packages (Business Objects etc.), databases (SQL etc.), programming (XML, JavaScript, or ETL frameworks)
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
• Adept at queries, report writing and presenting findings
• BS in Mathematics, Economics, Computer Science, Information Management or Statistics