Call Center - MIS

Alfa Medical Group

Job Purpose

The Management Information Systems (MIS) Specialist plays a crucial role in providing data-driven insights to support the operations and decision-making of our medical contact center. This individual will be responsible for collecting, analyzing, and interpret data to provide actionable insights for business strategy, and report on key performance indicators (KPIs) and other relevant metrics.

Accountabilities

• Designs and develops customized reports and dashboards that provide actionable insights into contact center performance to ensure informed decision-making and performance improvement.
• Collaborates with stakeholders to understand their reporting needs and ensures the delivery of relevant information to ensure stakeholder satisfaction and effective communication.
• Utilizes visualization tools to create clear and informative reports that are easily understood by non-technical users to ensure accessibility and clarity of information.
• Collects and aggregates data from various sources, including call center software, CRM systems, and customer feedback to ensure comprehensive data analysis.
• Analyzes call center data to identify trends, patterns, and opportunities for improvement in areas such as call volume, call duration, and customer satisfaction to ensure continuous improvement and operational efficiency.
• Develops and maintains key performance indicators (KPIs) to assess the effectiveness of call center operations, agent performance, and customer service quality to ensure performance monitoring and quality assurance.
• Prepares regular reports and dashboards to communicate insights and findings to call center management and other stakeholders to ensure informed decision-making and effective communication.
• Conducts root cause analysis to investigate and pinpoint the root causes of call center issues and bottlenecks, provides recommendations for resolution to ensure problem-solving and operational efficiency.
• Utilizes predictive analytics to forecast call volumes, staffing requirements, and customer service needs to ensure proactive planning and resource management.
• Identifies opportunities to streamline call center processes, reduce wait times, and improve first-call resolution rates to ensure enhanced customer experience and operational efficiency
  
  

System Implementation

• Researches, evaluates, and selects appropriate information systems and technologies to support contact center operations to ensure the adoption of effective and efficient tools.
• Oversees the implementation and configuration of new systems, ensuring seamless integration with existing infrastructure to ensure smooth transitions and operational continuity.
• Provides technical support and troubleshooting for information systems and applications to ensure minimal downtime and efficient resolution of technical issues.
  
  

Data Governance

• Develops and enforces data governance policies and procedures to ensure data quality, security, and compliance with regulations.
• Implements data security measures to protect sensitive patient information.
• Monitors data usage and access to prevent unauthorized access or misuse.
  
  

Data Analysis

• Collects, cleans, and analyzes data from various sources, including contact center systems, CRM platforms, and other relevant databases to ensure accurate and comprehensive data analysis.
• Develops and maintains data warehouses and data marts to store and organize data effectively to ensure efficient data management and accessibility.
• Utilizes data mining techniques to identify patterns, trends, and anomalies in the data to ensure valuable insights and informed decision-making.
  
  

Knowledge, Skills And Abilities (KSA's)

• Bachelor’s degree in data science, Business Admiration, Statistics, or a related field.
• Proven experience in data analysis, preferably in a call center or customer service environment.
• Proficiency in data analysis tools such as Microsoft Excel, SQL, and data visualization tools (e.g., Tableau, Power BI).
• Strong analytical and problem-solving skills with a keen attention to detail.
• Excellent communication skills to convey complex data insights to non-technical stakeholders.
• Familiarity with call center software and customer relationship management (CRM) systems is a plus.
• Knowledge of statistical analysis and predictive modeling techniques.
  
  

Skills

• Analytical thinking and decision-making.
• Project management and time management.
• Team player and collaboration.
• Proficiency in database management systems.