MIS & Data Analyst

Ejadah is looking for an analytical and detail-oriented MIS & Data Analyst to join its Customer Experience team in Dubai.

The successful candidate will be responsible for preparing accurate MIS reports and dashboards, analysing operational and customer data, generating actionable insights, and supporting reporting automation initiatives.

Key responsibilities:

• Prepare daily, weekly and monthly MIS reports and performance dashboards
• Analyse KPIs including productivity, SLA, FCR, CSAT, AHT and volume trends
• Conduct Voice of Customer analysis using surveys, complaints and interaction data
• Identify trends, anomalies and root causes through statistical analysis
• Support dashboard automation, data integration and UAT activities
• Maintain data accuracy, consistency, governance and reporting documentation
• Coordinate with Operations, Quality, Training and IT teams

Candidate profile:

• Bachelor's degree
• 2–4 years of MIS or reporting experience within a Contact Centre, Customer Experience or Shared Services environment
• Advanced proficiency in Microsoft Excel, including PivotTables, VLOOKUP and macros
• Experience with Power BI, Tableau or similar business intelligence tools
• Ability to work with large datasets and generate meaningful business insights
• Exposure to SQL, Salesforce, Zendesk, Genesys, Avaya, Freshdesk or Maximo would be advantageous

Interested candidates who meet the above requirements are encouraged to apply through LinkedIn.

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