MIS & Optimization Specialist

Job Summary:

• The MIS & Optimization Specialist is responsible for managing and optimizing the Contact Centre’s Management Information Systems (MIS) and ensuring efficient operations through scheduling, data analysis, reporting, and process improvement. This role involves scheduling of Contact Centre shift patterns, monitoring performance metrics, identifying trends, and implementing strategies to enhance productivity.

Duties & Responsibilities:

• Develop and maintain MIS reports and dashboards to track Contact Centre performance.
• Prepare Contact Centre shift patterns in line with expected traffic and agent availability
• Analyse data to identify trends, patterns, and areas for improvement.
• Prepare and present detailed performance reports to management.
• Monitor key performance indicators (KPIs) such as average handle time, first call resolution, customer satisfaction, and service level adherence.
• Identify and address performance gaps and inefficiencies.
• Conduct regular process reviews and recommend improvements to enhance efficiency and effectiveness.
• Implement best practices and industry standards to optimize Contact Centre operations.
• Collaborate with the Data Analytics team to forecast call volumes and staffing requirements.
• Develop and manage schedules to ensure optimal staffing levels and coverage.
• Monitor real-time Contact Centre performance and adjust staffing as needed.
• Oversee the administration and maintenance of Contact Centre systems and tools.
• Ensure data integrity and accuracy in all MIS reports and systems.
• Provide training and support to Contact Centre staff on MIS tools and processes.
• Develop training materials and conduct sessions to enhance staff proficiency in data analysis and reporting.
• Ensure compliance with regulatory and company standards in all MIS activities.
• Implement quality assurance measures to maintain high standards of data accuracy and reporting.

Key Performance Indicators:

• Accuracy and timeliness of MIS reports
• Improvement in Contact Centre KPIs
• Efficiency of process optimization initiatives
• Staff proficiency in MIS tools and processes
• CSAT Score
• Net Promoter Score
• Abandon Rate: Ensure abandon rate is </=5%
• SLA Adherence: Ensure AHT </= 10 minutes, Average response time of 10 minutes, login duration >/= 100%, occupancy rate >/= 80%, Average interaction rating >/= 4 star and FCR >/= 10%

Job Requirements:

• Bachelor’s degree in information technology, Business Administration, or a related field.
• Professional certification in MIS, Data Analysis, or related areas is an advantage.
• Minimum of 4 years’ experience in MIS or data analysis, preferably in a Contact Centre environment.
• Strong knowledge of Contact Centre operations and performance metrics.
• Proficiency in data analysis tools and software (e.g., Excel, SQL, BI tools).
• Excellent analytical, problem-solving, and decision-making skills.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced and dynamic environment

Key Competency Requirements:

Job Knowledge:

• Good knowledge of the bank’s policies and procedures
• Good understanding of the Nigerian Banking Industry including CBN policies
• Strong knowledge of quality assurance, training, and workforce management practices
• Knowledge of Contact Centre performance metrics and measurement.
• Excellent analytical, problem-solving, and decision-making skills
• Ability to work in a fast-paced and dynamic environment

Skills/Competencies:

• Analytical mindset with attention to detail
• Strong organizational and time management skills
• Ability to handle multiple tasks and prioritize effectively
• Proficiency in data visualization and reporting tools
• Strong leadership and team collaboration skills

Behaviours

• Customer-First mind set
• Growth + CX + Curious Mindset
• Influencer
• Executes effectively for customers
• Solves for business outcomes and timelines
• Inclusive Relationship Building
• Flexibility/Open-mindedness
• Acts with integrity and ethics
• Execution Excellence and Reliability
• Proactive and results-oriented
• Demonstrates integrity and ethical behavior
• Adaptable and open to change
• Strong commitment to continuous improvement