Job Openings Senior Analyst ( MIS/Performance Analytics)

About the job Senior Analyst ( MIS/Performance Analytics)

What will you do?

    • Provide frequent CSAT-related analysis, including CSAT drivers and end-user feedback, and work on improvement projects for performance metrics (Six Sigma) according to the prioritization approach or red flags.
    • Analyze and provide recommended improvement actions for operational KPIs and results on a periodic basis to ensure information availability across all levels.
    • Study positive and negative trends that determine the effectiveness of operations and their impact on business productivity and profitability.
    • Identify any weaknesses, including drops in Table-F metrics, and work to eliminate them while ensuring proper documentation for action plans.
    • Conduct improvement opportunity analysis to maximize Rayas service offerings and value delivered to clients.
    • Work closely with the Operations Manager and Program Manager to lead and drive improvement projects using structured processes, e.g., Six Sigma.
    • Align with all management levels during unexpected events or potential crises on an ad-hoc basis to ensure timely actions and maintain performance standards.
    • Create timely reports, business scorecards, and results management dashboards on a periodic basis to support decision-making.
    • Provide necessary information as needed to assist in the implementation of new project scopes, including process maps/documents, IVR design, and customer journey mapping.
    • Analyze and measure staff KPIs and results at an individual level periodically to ensure visibility of all required information across levels.
    • Design call center staff KPIs based on client focus, Six Sigma project controls, and red flags.
    • Collaborate with business owners to ensure all activities are benchmarked against Table-F on an ongoing basis, and identify required Table-F metrics based on COPC exhibits for each service type and client requirements according to the SOW.
    • Deliver results on time while meeting agreed quality benchmarks.
    • Ensure staff awareness of and adherence to RCCs Code of Conduct and related internal policies and procedures.

    

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