Business Analytics Manager

6 months 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

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