Mashreq

1 week ago

Senior MIS Analyst.CXC - RBG - Direct Banking Centre-Egypt COE.Client Experience and Conduct Group-MEGPCOE

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Drive MIS and workforce management for voice and non-voice contact center channels by building automated reporting, real-time dashboards, and SLA/KPI scorecards. Own interval-level forecasting using Erlang-C/Erlang-A, capacity planning, and optimized scheduling/rostering. Monitor queues and adherence in real time, perform trend and variance analysis, and maintain data integrity across MIS databases.

Location: Egypt

Workplace: Onsite

Employment Type: Full time

Job Function: Banking, Lending & Credit

Seniority: Mid level

Key Responsibilities

•Develop and publish daily/weekly/monthly performance reports and build voice/non-voice scorecards.
•Provide SLA, AHT, abandonment, productivity, and quality KPI reporting and conduct trend/variance analysis.
•Automate repetitive reporting using Excel Macros/VBA, Power Query, and SQL, and maintain data integrity across MIS databases.
•Perform forecasting, including interval-level Erlang-C/Erlang-A for voice, and workload-model forecasts for email/chat/back-office.
•Own capacity planning, optimized scheduling/rostering, and real-time monitoring/adjustments to meet SLA expectations.

Key Requirements

•Bachelor’s degree.
•5–8+ years in MIS and WFM roles in a contact center environment.
•Experience across both voice and non-voice channels.
•Advanced Excel (VBA/Macros) and automation experience using Power Query and SQL.
•Strong knowledge of Erlang-C and Erlang-A forecasting models.

Experience:Contact center

Education:Bachelor's

Skills:Analytical thinkingStakeholder managementCommunicationLeadershipData accuracy attention

Tech Stack:ExcelVBAPower QueryPower BISQLErlang-CErlang-AVerintAvayaACDIVRDashboards

Company Brief

Mashreq

Mashreq Bank is a UAE-headquartered full-service bank offering retail, corporate, Islamic and digital banking, treasury, and capital markets services across the Middle East and internationally.

Industry: Banking

Company Size: Enterprise (1,001+ employees)

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Dubai, United Arab Emirates

Founded: 1967

Glassdoor: 3.3

Website LinkedIn Glassdoor

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Mashreq

1 week ago

Senior MIS Analyst.CXC - RBG - Direct Banking Centre-Egypt COE.Client Experience and Conduct Group-MEGPCOE

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Location: Egypt

Workplace: Onsite

Employment Type: Full time

Job Function: Banking, Lending & Credit

Seniority: Mid level

Key Responsibilities

•Develop and publish daily/weekly/monthly performance reports and build voice/non-voice scorecards.
•Provide SLA, AHT, abandonment, productivity, and quality KPI reporting and conduct trend/variance analysis.
•Automate repetitive reporting using Excel Macros/VBA, Power Query, and SQL, and maintain data integrity across MIS databases.
•Perform forecasting, including interval-level Erlang-C/Erlang-A for voice, and workload-model forecasts for email/chat/back-office.
•Own capacity planning, optimized scheduling/rostering, and real-time monitoring/adjustments to meet SLA expectations.

Key Requirements

•Bachelor’s degree.
•5–8+ years in MIS and WFM roles in a contact center environment.
•Experience across both voice and non-voice channels.
•Advanced Excel (VBA/Macros) and automation experience using Power Query and SQL.
•Strong knowledge of Erlang-C and Erlang-A forecasting models.

Experience:Contact center

Education:Bachelor's

Skills:Analytical thinkingStakeholder managementCommunicationLeadershipData accuracy attention

Tech Stack:ExcelVBAPower QueryPower BISQLErlang-CErlang-AVerintAvayaACDIVRDashboards

Company Brief

Mashreq

Mashreq Bank is a UAE-headquartered full-service bank offering retail, corporate, Islamic and digital banking, treasury, and capital markets services across the Middle East and internationally.

Industry: Banking

Company Size: Enterprise (1,001+ employees)

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Dubai, United Arab Emirates

Founded: 1967

Glassdoor: 3.3

Website LinkedIn Glassdoor