Management Information Systems Specialist
Hollywoodbets
- Durban, KwaZulu-Natal
- Permanent
- Full-time
- 2 years of MIS experience within the Contact Centre
- 2 years of Contact Centre Operations Experience
- Advanced Microsoft Office, Excel, data handling skills.
- Working knowledge with Avaya/CMS, Verint, Genesys and Qcontact.
- Diploma/Degree
- Timeous and meaningful, accurate reporting as per OLA
- Continuous improvements of reporting (including automation)
- Dashboards for all clients (internal and external) to be completed and sent daily.
- Report on granular information types; compare datasets to identify anomalies and outliers and raise this with the WFM team, broader support teams and Operations.
- To assist the strategic planner and other WFM team members with data requirements.
- Monitors and advises on metric deviations.
- Designs, builds and maintains dashboards.
- Research best practice methods and help with implementation of these principles.
- Perform basic statistical analysis for projects and reports.
- Generate routine and ad hoc reports.
- Provide real insight into business questions with pro-active recommendations on decisions and future analytical projects.
- Deliver analytical insights to a bigger audience with the intention of driving strategy.
- Documents, implements, maintains or recommends operating methods to improve data processing, distribution, data flow, collection and database procedures.
- Defines future data migration requirements, gathering, validating and documenting data requirements.
- Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
- Any other ad hoc duties that might be required
- Ability to work under pressure and in a fast-paced growing environment.
- Ability to manage data security and accessibility.
- Teamwork
- Ensure the quality outcome is achieved.
- Strong business acumen.
- Excellent presentation, analytical and reporting skills.
- Excellent attention to detail.
- Be highly accountable and trustworthy.
- Strong planning and problem-solving skills.
- Excellent time management.
- Great at multitasking and being proactive.
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