Customer Intelligence Officer
Dubai, United Arab Emirates
Job Description
:
- Generate, analyze, and interpret contact center performance data using Power BI and Microsoft Applications for internal stakeholders and senior management.
- Ensure data accuracy and integrity across various systems, including data extraction and reporting from platforms like Genesys, Otolink, Keyloop, Microsoft Applications, Nanosoft, Yardi, Karix, and Konnect Insights.
- Design and manage reporting templates and dashboards to align with KPIs and Contact Center operational goals.
- Collaborate with CS & S Manager and Customer Quality Officer to improve reporting standards, data collection methods, and analysis techniques.
- Provide actionable insights from data analysis to enhance contact center operations and customer experience.
- Manage end-user access and permissions for data platforms to ensure security and data integrity.
- Monitor reporting platforms for seamless data flow and on-time report delivery.
- Develop data collection strategies to support CRM campaigns and data-driven decision-making.
- Create digital campaigns in Genesys contact center platform and report the campaign results.
- Assist CS &S Manager in managing the contact center operation in coordination with CC supervisor.
- Bachelors degree in information management, Computer Science, or equivalent degree
- 2 - 3 years experience in business intelligence; 2-4 years experience in contact center as call agent &/or team leader &/or supervisor managing multiple channels/processes 3. Analytical skills, the ability to analyze large data sets
- Ability to analyze, research or query data
- Ability to present, interpret, discuss or write about the conclusions, inferences and results gained from researching data
- Ability to analyze data in Excel, prepare Excel spreadsheets or PowerBI
- Excellent time management
- Maintain production and quality standards.
- Punctuality and efficiency, with the ability to prioritize
- Strong knowledge in Genesys PureCloud contact center platform.
- Ability to create Powerbi workspace and connect datasets from external applications/platforms.
- Employment Visa
- Paid Annual Leave
- Medical Insurance for self & dependents
- Return air ticket every two years for self & 3 dependents
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Job Detail
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Job IdJD1839764
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned