MIS Specialist

Role overview

We are looking for an experienced MIS Specialist to join the IT function in Doha, Qatar. In this role, you will be responsible for managing, analyzing, and improving management information systems that support day-to-day business operations across multiple teams.

Key responsibilities

• Create, maintain, and automate operational reports and dashboards for several workstreams, including tele sales, customer service, collections, and similar projects.
• Gather data from different platforms such as CRM systems, dialers, workforce management tools, spreadsheets, and databases, then clean and analyze it to produce useful insights.
• Monitor and report on key performance indicators including SLA, AHT, conversion rate, productivity, adherence, and revenue outcomes.
• Prepare daily, weekly, and monthly performance packs for internal leadership and client-facing governance discussions.
• Perform detailed analysis to uncover patterns, performance gaps, and opportunities for operational improvement.
• Assist with forecasting, capacity planning, and workforce analysis in partnership with workforce management and operations teams.
• Reduce manual reporting work by building automated processes using advanced Excel functions such as Power Query, Power Pivot, and VBA, and/or business intelligence tools like Power BI.
• Maintain accuracy, consistency, and data integrity across all reports and dashboards.
• Turn data findings into practical recommendations that help improve efficiency and overall performance.
• Handle urgent analytical requests and ad-hoc reporting needs as business priorities arise.

Required profile

• Bachelor's degree in business administration or a related discipline.
• At least 3 to 4 years of relevant experience in MIS management and IT project work.
• Strong analytical thinking, troubleshooting ability, and attention to detail.
• Advanced proficiency in Excel, including pivot tables, Power Query, complex formulas, and dashboard creation.
• Hands-on experience with BI platforms, preferably Power BI.
• Good understanding of contact center metrics and operational KPIs.
• Ability to interpret data and convert it into meaningful business recommendations.
• Strong communication skills for presenting findings to stakeholders clearly.
• Capability to manage multiple assignments and deliver within tight timelines.

Additional information

This position is based in Doha, Qatar and sits within a dynamic IT team. The role is focused on operational reporting, data analysis, automation, and business performance support across multiple business functions.