Customer Intelligence Officer

• 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.