Business Analytics Manager

2 months ago

Baladīyat az Zaāyin, Qatar QATAR Airways Full time
About the Role

We are seeking a highly skilled Business Analytics Manager to lead our Customer Contact Centre analytics team in Doha. The successful candidate will be responsible for driving data-driven decision-making and enabling strategic insights to improve Contact Centre performance.

Key Responsibilities
  • Develop and implement a comprehensive analytics strategy aligned with the department's vision and mission.
  • Manage data governance, ensuring data integrity, accuracy, and accessibility.
  • Design and implement a robust data warehouse or database strategy to streamline data collection, storage, and integration.
  • Establish data governance processes and ensure data integrity, accuracy, and accessibility.
  • Develop and implement analytics frameworks, models, and tools to support effective decision-making.
  • 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.
  • Define and track key performance indicators (KPIs) to monitor contact centre performance, customer satisfaction, operational efficiency, and revenue.
  • Conduct in-depth data analysis using statistical techniques, data mining, and predictive modeling to identify trends, patterns, and opportunities for performance improvements.
  • Create insightful PowerPoint presentations with strong storytelling capabilities, effectively communicating complex data and analysis visually compellingly to stakeholders.
About You

We are looking for a highly skilled and experienced Business Analytics Manager with a strong background in data analytics, management information systems, or a related field. The ideal candidate will have a minimum of 7 years of experience in business analytics, management information systems, or a related field, with at least 3 years of experience as a Business Analytics Manager or MIS Manager in a Contact Centre operations.

The successful candidate will have strong knowledge of data analytics methodologies, tools, and techniques, including data warehousing, data visualization, and predictive analytics. Proficiency in BI tools such as Tableau, Power BI, or QlikView is also required.

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and experienced Business Analytics Manager looking for a new challenge, please submit your application.

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