Business Analytics Manager

3 days ago


Doha, Qatar Qatar Airways Full time

About the role

We are currently recruiting for Business Analytics Manager for Customer Contact Centre in Doha.

The role is responsible to lead and oversees the Customer Contact Center analytics team, driving data-driven decision-making and enabling strategic insights to improve Contact Centre performance. The main aim of the role is to leverage data and analytics capabilities to provide actionable insights, support effective decision-making, and drive continuous improvement across various business functions. The Business Analytics Manager's responsibilities include developing analytics strategies, managing data governance, driving advanced analytics initiatives, and delivering insightful reports and presentations to stakeholders.

Specific responsibilities for the role include:

- Manages Customer Service Delivery on all interactions coming into Doha Contact Centre.
- Develop and implement a comprehensive analytics strategy aligned with the department’s vision and mission, focusing on key performance metrics, customer experience, and operational efficiency.
- Stay updated with the latest market trends and industry best practices in contact centre analytics.
- Design and implement a robust data warehouse or database strategy to streamline data collection, storage, and integration from multiple systems and sources.
- Establish data governance processes and ensure data integrity, accuracy, and accessibility. Develop and implement analytics frameworks, models, and tools to support effective decision-making across the contact centre. Enable self-service analytics capabilities for stakeholders.
- Utilize advanced analytics techniques to identify key performance drivers, trends, and opportunities for improvement. Provide actionable insights and recommendations to contact centre leadership to optimize operational efficiency, enhance customer experience, and achieve business targets.
- Drive and lead Contact Centre Analytics teams to create and manage reporting processes to deliver timely and accurate performance metrics, KPIs, and insights to stakeholders. Develop interactive dashboards and visualizations using BI tools to enable real-time data access, monitoring, and self-service reporting for contact centre teams.
- Define and track key performance indicators (KPIs) to monitor contact centre performance, customer satisfaction, operational efficiency, and revenue. Develop performance measurement frameworks and scorecards to evaluate progress toward business goals and identify areas for improvement.
- Conduct in-depth data analysis using statistical techniques, data mining, and predictive modeling to identify trends, patterns, and opportunities for performance improvements. Translate complex data into meaningful insights and actionable recommendations for contact centre operations and other stakeholders.
- Create insightful PowerPoint presentations with strong storytelling capabilities, effectively communicating complex data and analysis visually compellingly to stakeholders, enabling clear understanding and informed decision-making.
- Identify opportunities to streamline and automate data collection, reporting, and analysis processes. Ensure data integrity, accuracy, and effectiveness of reporting.
- Foster a culture of continuous improvement and optimize analytics workflows and methodologies within the contact centre analytics team, encouraging feedback and ideas from team members and leading or participating in process improvement initiatives to enhance reporting, data visibility, transparency, and overall customer experience.
- Perform other department duties related to their position as directed by the Head of the Department.

Be part of an extraordinary story

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.

Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.

Together, everything is possible

About you
- Bachelor’s Degree or Equivalent with Minimum 6 years of job
- related experience.
- OR
- High school/ Vocational Qualification / Diploma with minimum 7 years of experience.
- Essential to have min 7years of experience in business analytics, management information system (MIS) or related field.
- Minimum of 3 years as Business Analytics Manager or MIS Manager in a Contact Centre operations.
- Preferred, working experience of Micro
- Strategy and Power BI.

Job Specific Skills:

- Strong knowledge of data analytics methodologies, tools, and techniques, including data warehousing, data visualization, and predictive analytics.
- Proficiency in BI tools (e.g., Tableau, Power BI, QlikView) a


  • Manager, Analytics

    18 hours ago


    Doha, Qatar Ooredoo Group of Companies Full time

    Role Overview Ooredoo is entering a new phase in its lifecycle where operational and commercial excellence has become critical for success. The urgency for change has become more heightened amidst increased competitive intensity across all markets in which Ooredoo operates. The Group's ESS transformation programme must therefore ensure the successful...


  • Doha, Qatar QatarEnergy Full time

    **Primary Purpose of the Job**: A senior Data Analytics / Data Scientist will demonstrate to the business how to extract value from data, empowering better decision-making across the organization. Transform raw data into clear insights using statistical methods and data visualization tools. Delve deeper, building complex models and leveraging machine...

  • Customer Experience

    4 days ago


    Doha, Qatar Qatar Airways Full time

    About the role As a **Lead Business Analytics Officer**, you are responsible for building robust data-led business cases, evaluating enterprise level projects financial viability, future-proofing customer experience innovations based on the voice of the customer, and defining executive level reports. This role will be critical in turning big data into...

  • Business Analyst

    3 days ago


    Doha, Qatar قطر للطاقة Full time

    **Company** QatarEnergy is a state-owned public corporation established byEmiri Decree No. 10 in 1974. It is responsible for all phases of the oiland gas industry in the State of Qatar.The principal activities of QatarEnergy, its subsidiaries and jointventures are the exploration, production, local and international saleof crude oil,natural gas and gas...

  • Sales Manager

    3 days ago


    Doha, Qatar UNIVERSAL BUSINESS LIMITED Full time

    sales-business**Objective**: As FMCG Sales Manager will be responsible for the assigned territory's primary and secondary target achievement. Handle General Trade and Modern Trade for Personal Care, Food and Snacks, Dairy, and beverages categories. Adept at identifying and developing key clients for business excellence and accomplishment of targets in Doha,...


  • Doha, Qatar Qatar Airways Full time

    **About the role** Other operational duties would include: - Perform analysis in the area of remuneration and organization design to highlight relevant insights and trends. - Develop dashboards to support strategic and operational decisions. - Consult with internal HR business partners, department heads and management to develop and test hypothesis in the...

  • Business Analysts

    2 days ago


    Doha, Qatar DC Business Group Full time

    Send your resume: +971 555971877 - Work closely with business stakeholders to understand their needs, objectives, and challenges. - Elicit, document, and analyze business requirements, processes, and workflows. - Translate business requirements into clear and concise functional specifications for technical teams. - Collaborate with technology teams to design...

  • Finance Methods

    7 days ago


    Doha, Qatar MPH Global Services Full time

    Category: Oil and Gas Industry: Oil & Gas City/Country: Doha, Qatar Location: Doha To be the leading business partner raising the profile of Finance in the business working in transverse. To provide expert advice to finance process improvement. Bring a systematic disciplined approach to evaluate and improve our ways of working by driving data quality...

  • Technical Assistant

    2 days ago


    Doha, Qatar قطر للطاقة Full time

    **Company** QatarEnergy is an integrated national oil corporation that stands at the forefront of efforts for the long term sustainable development, utilization and monetization of oil and gas resources in the State of Qatar. In its efforts to become one of the best national energy companies in the world, QatarEnergy's activities and those of its...


  • Doha, Qatar Ajnee Business Service Full time

    مطلوب مدير تطوير أعمال لشركة عقارية حن شركة رائدة في السوق العقاري، نبحث عن مدير تطوير أعمال متميز للانضمام إلى فريقنا. يجب أن يمتلك المتقدم خبرة واسعة لا تقل عن ٧ سنوات في السوق العقاري القطري أو...


  • Doha, Qatar Cartafella Analytics Full time

    We are looking Power Apps Consultant (Power Automate, Power BI, SharePoint) for Qatar location. **Responsibilities**: - Develop, customise, and maintain SharePoint sites and solutions to meet organisational needs. - Design and implement SharePoint workflows, forms, lists, libraries, and permissions structures. - Develop and optimise PowerBI dashboards and...

  • Big Data

    3 days ago


    Doha, Qatar SEIDOR Full time

    Join our growing team in Qatar! You will report to the Regional Operations Manager in Doha and work closely with the Head of Project Management Office Middle East in Dubai. You will also experience working closely with the best analytics resources in the region, including BI consultants, developers, graphics designers and more to deliver best-in-class...


  • Doha, Qatar R squared Full time

    **Duties and Responsbilities** The **business development manager in charge of securing new contracts for our company**. Our company's main sector is facility management, building maintenance and construction contracting. The ideal business development manager knows the players in the market, and has an understanding of the constructon market. If you are a...


  • Doha, Qatar Qatar Airways Full time

    **About the Role** As the **Technical Business Intelligence Manager**, you will play a pivotal role in steering the Technical Business Intelligence (TBI) Strategy across various business units within your assigned portfolio. Your focus will be on specific projects that enhance our technical intelligence capabilities and drive business performance. **Key...


  • Doha, Qatar Ooredoo Group of Companies Full time

    About Us: Ooredoo is a dynamic global Telecommunications player operating in 10 countries serving more than 138 million customers. Ooredoo Qatar employs approximately 1,600 people driving Ooredoo to be the number one choice for world-class communications services in Qatar, and it is a team that you can be part of! About the Business Unit: Ooredoo's Consumer...

  • Business Developer

    2 days ago


    Doha, Qatar Wakralab Full time

    At least 6 years of relevant experience across business development, partnership management or product management, ideally within the domain of website, mobile apps and IT services and products. - Identify and research potential clients and execute on new business development and partnership opportunities. - Develop and manage close relationships with new...


  • Doha, Qatar Qatar Airways Full time

    **About the role** Responsible for managing and maintaining operational data and performance analysis, as well as managing and maintaining operational processes and information. The role focuses on all areas of data management architecture, statistical analysis and operational performance metrics definition and monitoring. Responsible for providing...


  • Doha, Qatar Lusail Hospitality and Services Full time

    **Roles and Responsibilities** - Drive continuous improvement initiatives across the organization to achieve business excellence. - Develop and implement quality management systems and processes to ensure operational efficiency. - Analyze business processes, identify areas for improvement, and recommend solutions. - Lead and facilitate cross-functional teams...


  • Doha, Qatar Qatar Airways Full time

    **About the role** The air freight industry landscape is entering an accelerated phase of change and transformation. From digitalizing the end-to-end value chain, to fortifying a true e-commerce experience, to the launch of digital freight marketplaces, and much more. At Qatar Airways Cargo, we recently launched our VISION 2027 Roadmap as part of The Next...

  • Sales Manager

    2 days ago


    Doha, Qatar Universal Business Limited Full time

    **Location**: Muaither, Doha, Qatar **Employment Type**: Full-Time **Salary**: Competitive, commensurate with experience **Key Responsibilities**: - Develop and implement strategies to achieve sales targets and revenue goals. - Lead and manage the sales team, setting clear objectives and providing guidance. - Build and maintain strong relationships with...