AI & MIS Lead
Core
Lead the development of databases and dashboards to monitor contact centre KPIs, forecast call volumes, and provide actionable insights for optimization and workforce planning.
Role type
Senior IC MIS Analyst (Contact Centre Insights)
Builds
Data bases, dashboards, and AI-generated reports for contact centre operations
Domain
Telecommunications / Contact Centre Operations
Deliverable
dashboards & analysis
Required skills
SQL, Python, Excel, AI prompting, data analysis, forecasting, KPI monitoring
Preferred skills
Databricks, contact centre technologies and metrics, MBA
Technologies
SQL, Python, Excel, Databricks, AI-powered tools
Responsibilities
Lead database and dashboard development; Monitor KPIs and identify optimization opportunities; Generate reports using AI prompting; Validate KPI accuracy; Evaluate automation processes; Forecast call volumes and staffing requirements
Seniority
Senior, hands-on IC
