Assistant Manager, MI & Analytics - Call Centre

Assistant Manager, MI & Analytics - Call Centre
- Dubai

We are looking for an Assistant Manager for our prestigious client, who is a prominent Dubai destination known for its distinct setting and broad range of hospitality and leisure offerings. You will be responsible for turning data into insights that drive the Contact Centre’s performance and guest experience. The role manages data collection, reporting, and analysis across multiple systems, ensuring accuracy and integrity.

By monitoring KPIs, forecasting demand, and highlighting trends, the Assistant Manager supports operational decisions, resource planning, and service improvements. Acting as a strategic partner, they provide leadership with clear, actionable insights while fostering a culture of efficiency and continuous improvement.

• Gather, validate, and analyze data from multiple systems (ACD, CRM, PMS, contact center systems) related to call volumes, booking trends, service levels, handle times, occupancy rates, and other KPIs.
• Perform ad-hoc data analysis to support leadership queries and operational decisions.
• Design and maintain daily, weekly, and monthly reports and dashboards for Contact Centre performance across room reservations, restaurant reservations, MWP and operator services.
• Automate reporting processes wherever possible to increase efficiency and reduce manual workload.
• Translate data into actionable insights and recommendations to support operational improvements, forecast demand, and identify trends or service gaps.
• Present findings in a clear, engaging format tailored to different stakeholders (leadership, operations, training, finance).
• Monitor performance against SLAs and KPIs (Average Handle Time, Abandon Rate, First Contact Resolution, Conversion Rate), highlighting variances and root causes.
• Support leadership in setting realistic but ambitious targets by using historical data and forecasting models.
• Collaborate with Workforce Management (WFM) and operations teams to support accurate demand forecasting and schedule optimization.
• Provide seasonal and campaign-based performance projections to support resource planning.
• Ensure data accuracy, consistency, and reliability across reports and dashboards, and troubleshoot any anomalies.
• Develop and maintain documentation for data sources, calculation methodologies, and reporting standards.
• Provide MI input and performance tracking for new initiatives, campaigns, or system rollouts.
• Conduct before-and-after analysis to measure the impact of projects and initiatives.
• Act as the key contact for data and performance insights across the department.
• Proactively share insights with leadership, highlighting opportunities for cost savings, efficiency gains, and improved guest experience.
• Ensure reporting practices comply with internal policies, data protection regulations, and audit standards.
• Maintain strict confidentiality and security when handling sensitive guest and business data.
• Mentor and support junior analysts or quality agents involved in data reporting.
• Stay updated on best practices, tools, and technologies in MI and analytics.
• Recommend and implement improvements in data visualization, analysis methods, and dashboard usability.
• Ensure all AI tools and integrations in the contact center are properly maintained, updated, and functioning optimally. Lead AI-related projects, ensuring solutions are successfully implemented, thoroughly tested, and aligned with operational requirements.
• Keep abreast of emerging AI trends and assess their applicability within the contact center. Recommend and implement AI solutions that enhance agent performance, guest experience, and overall operational efficiency.
• Uphold strict confidentiality and professionalism when handling sensitive data.
• To ensure feedback is taken into action and consideration for immediate implementation and improvement.
• To report to duty punctually and in accordance with the issued department duty roster.
• To adhere to the grooming and uniform/dress code standards.
• To adhere to all hotel security, health, and safety policies.
• To always maintain integrity and transparency with the management by maintaining high level of…