MIS Specialist

About the role

ECCO Gulf Majorel Qatar is looking for a dedicated MIS Specialist to join its IT team in Doha. You will be responsible for developing, maintaining, and automating operational reports and dashboards that support multiple business functions such as tele‑sales, customer service, and collections.

Key responsibilities

• Develop, maintain, and automate operational reports and dashboards across various projects.
• Extract, clean, and analyse data from CRM, dialers, WFM systems, Excel files and databases.
• Track and report on key KPIs including SLA, AHT, conversion rate, productivity, adherence and revenue.
• Produce daily, weekly and monthly performance reports for internal management and client governance.
• Conduct deep‑dive analyses to identify trends, gaps and improvement opportunities.
• 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 BI tools such as Power BI.
• Ensure data accuracy, consistency and integrity across all reports and dashboards.
• Provide actionable recommendations based on data insights.
• Handle ad‑hoc reporting requests and urgent business analysis requirements.

Required profile

• Bachelor’s degree in business administration or a related field.
• 3‑4 years of experience managing MIS systems and IT projects.
• Strong analytical and problem‑solving skills with attention to detail.
• Understanding of contact‑center KPIs and operational metrics.
• Ability to manage multiple projects and meet tight deadlines.
• Excellent communication skills for presenting data to stakeholders.

Required skills

• Advanced Excel (Pivot Tables, Power Query, Power Pivot, complex formulas, VBA).
• Power BI or similar Business Intelligence tools.