Website Juma Al Majid Holding Group LLC
Born of one man's vision, enterprise and drive, the Juma Al Majid group of companies had a modest start in the year 1950. After the passage of half a century, Mr. Juma Al Majid, founder and chairman, still remains the guiding light and inspirational force behind the organization's phenomenal success. His simple but highly effective philosophy of satisfying customers, small or big, through a mix of honesty, integrity and social awareness has become ingrained in all aspects of the business and is truly responsible for the group's unrivaled success.
Customer Intelligence Officer
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.
Requirements
- Bachelor’s 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.
Benefits
- Employment Visa
- Paid Annual Leave
- Medical Insurance for self & dependents
- Return air ticket every two years for self & 3 dependents
To apply for this job please visit careers.al-majid.com.