MIS Executive - GMASCo. - Al Futtaim Group

Job description / Role

MIS Executive - GMASCo. - Al Futtaim Group - UAE

GMASCO enjoys an enviable reputation as the Gulfs most diverse full service communications, marketing and advertising agency in an industry typified by current decline, over-specialisation and lack of integration in other markets. Our Dubai location positions us in a still growing market at the hub of business in the northern hemisphere with a client base operating in more than 15 countries across the Middle East, Europe, the Sub Continent and Asia. Our offerings include every aspect of communications, advertising and marketing in traditional and new media formats.

Primary responsibility is to provide key analytical services to operations areas in relation to performance and reporting of the call centre on daily, weekly and monthly basis. Supports the Contact Center with high quality reliable Contact Centre Operational & Agent data to support related operational activities and provide management decision-making to offer stakeholders with timely and accurate updates, statistical analysis and management reporting
- Plan, direct and lead activities, ensuring reporting are aligned with the strategic direction of the business.
- Identify and assess new Contact Centre reporting requirements and supporting technologies.
- Develop and oversee a schedule for report generation, distribution and identify the distribution vehicles
- Manage the verification of report results, validate report data and manage user acceptance testing
- Leverage and enhance the reporting capabilities of existing systems
- Manage end-user reporting tools and develop additional tools as needed
- Responsible for providing business analysis identifying key business drivers and root cause analysis which includes scenario based modelling.

Key Accountabilities:

* Customer Management
- Serve as primary contact to Operations team on day to day / regular and ad-hoc across all data related requirements
- Understand and respond to Operations team on content, basic data issues/questions, report generation, etc.
- Deliver on timelines without fail every time
- Ability to understand the business requirements and transform data into dashboards
- Be directly responsible and accountable for work conducted for their nominated clients in terms of analyses, tabulation, charting, and reporting
- Ensure client service deliverables are aligned with the GMR service standards

* Functional and Technical
- Good understanding of Contact Centre Reporting structures
- Advanced knowledge of excel, MIS process management and reengineering
- Provide value-added analysis and respond to special requests
- Integrate multiple data sources to answer business issues
- Manage assigned project independently
- Perform quality checks on all reports for alignment to request, accuracy and correctness
- Ensure GMR standard operating procedures within area of responsibility are observed. Recommend improvements in work processes within area of responsibility.

* Self-Development
- Demonstrate a positive attitude and always ready to learn.
- Proactively pursue self-development opportunities such as building advance knowledge in data analysis / charting / reporting techniques etc.
- Willing to handle all data responsibilities independently and effectively
- Review performance / personal development with line manager

Job Context:
With the constantly changing and improving customer experience trends in GCC, its increasing impact on the business growth, customer retention and revenue, GMR provides the group companies on contact centre services both Inbound and Outbound which for most customers is the first touch point with the organization. GMR performs a critical and core customer service role in answering queries of the customers of the group companies related to their diverse product set. The MIS analyst is a key position in this context as it provides insight into call trends, Service Level status, performance management data etc. through collection, management and ensuring the basic hygiene of the data collected through various methodologies.

Additionally the factors that have critical impact on the Job are appropriate training and development, provision of appropriate tools/software.

Requirements

- Bachelors degree in Management, Finance, Engineering or Math is required, advanced degree or equivalent work experience preferable
- At least 5 years experience in reporting or Analytic/Modeling support
- Working knowledge of Analytics, Reporting, MIS and Decision capabilities to support for LOB and cross LOB.
- Develop best practice reporting policies, procedures and standards for all level reporting.
- Experience in driving and lead GMR towards a centralized reporting and analytic infrastructure and processes that support all LOB level reporting.
- Working proficiency knowledge of all Microsoft Office applications specially Excel, Access and PPT
- Programming/scripting skills, such as VB/VBA/JAVA/C++ or similar preferable
- Project management experience, Strong analytical mind and Good organizational skills
- Excellent verbal & written communication skills ( English / Arabic)
- Continuous learning and keeping up with new market trends and sharing of knowledge with the team.

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.