MIS Specialist

Job Description

ECCO Gulf Majorel Qatar is seeking a dedicated and experienced MIS Specialist to join our dynamic IT team in Doha, Qatar. As a key player in our industry, you will leverage your expertise to manage, analyze, and optimize the MIS systems crucial for our business operations.

• Develop, maintain, and automate operational reports and dashboards across multiple projects (Tele Sales, Customer Service, Collections, etc.).
• Extract, clean, and analyze data from various systems (CRM, dialers, WFM, Excel, databases) to generate meaningful insights.
• Track and report on key KPIs such as SLA, AHT, Conversion Rate, Productivity, Adherence, and Revenue performance.
• Design and deliver daily, weekly, and monthly performance reports for internal management and client governance.
• Conduct deep-dive analysis to identify trends, gaps, and improvement opportunities across operations.
• Support forecasting, capacity planning, and workforce analysis in collaboration with WFM and Operations teams.
• Automate manual reporting processes using advanced Excel (Power Query, Power Pivot, VBA) and/or BI tools (Power BI).
• Ensure data accuracy, consistency, and integrity across all reports and dashboards.
• Provide actionable recommendations based on data insights to improve performance and efficiency.
• Support ad-hoc reporting requests and urgent business analysis requirements.

ECCO Gulf Majorel Qatar values a resourceful and proactive professional who meets the following criteria:

• Bachelor’s degree in business administration or another related field.
• Proven professional 3
  -4 of Experience in managing MIS systems and IT projects.
• Strong analytical and problem‑solving skills with attention to detail.
• Advanced Excel skills (Pivot Tables, Power Query, complex formulas, dashboards).
• Experience with BI tools (Power BI preferred).
• Strong understanding of contact center KPIs and operational metrics.
• Ability to interpret data and translate it into business insights.
• Strong communication skills to present data clearly to stakeholders.
• Ability to manage multiple projects and meet tight deadlines.