Data Analysis and Reporting Senior Assistant

UNOPS is seeking the services of a Data analysis and reporting Senior Assistant for an upcoming project. This project will operate as part of the one UN system, and focus on digitisation of basic services and messages, with a particular focus on marginalized groups. Further details on the project will be shared during the advanced stages of the recruitment process.

 Functional Responsibilities:

• Data Extraction from CRM to prepare call  logs and record them for further analysis by the project team.
• Maintain the call center data including Customer Relationship Management (CRM) and ticketing systems for onward sharing with the project team.
• Identify and resolve data-related issues impacting call center operations promptly to minimize disruption.
• Provide technical support, troubleshooting and guidance to call center staff.
• Provide support in extraction and reporting of daily customer relationship management data, such as call volume, response time, etc and present it in tabular or graphical form for further analysis by project team.
• Assist in modifying existing reports in terms of corrections and/or to meet users’ expectations. optimize data performance to ensure efficient handling of call center transactions and queries.
• Monitor the performance of the CRM and ticketing systems, identifying any bottlenecks or areas for optimization
• Ensure ICT activities comply with UNOPS rules, install workstations, provide hardware/software support, monitor network connections, and offer staff training; maintain records of recurring issues and report critical errors to the project manager.

Monitoring and Progress Controls:

• In a call center setting, a Data Analysis and Reporting Senior Assistant manages and optimizes database systems to ensure they support high-volume transactions efficiently. They are also responsible for efficient and effective ICT management and support to the operations.
• They focus on maintaining availability, security, and performance, integrating data for reporting and analytics, and providing timely troubleshooting and support to minimize operational disruptions.

 Education/Experience/Language requirement:

Education:

• Completion of Secondary education is required.
• Diploma or University Degree, preferably in information sciences, computer sciences, Statistics, engineering or anyother relevant discipline, is desirable but not required and may substitute for some of the required years of experience.

Experience:

• 5 years of relevant experience  with secondary school certificate as a Database Administrator
• Hands-on experience with database standards and end user applications is required
• Familiarity with the call center management software and data operations is required
• Basic understanding of IT infrastructure, troubleshooting common technical issues and ensuring seamless operation of call centre technology.
• Excellent knowledge of data backup, recovery, security, integrity and SQL is highly desirable.
• Ability to analyze call center data, generate reports and use insights to improve performance.

Language Requirements:

• Fluency in English required

Source: https://jobs.unops.org/Pages/ViewVacancy/VADetails.aspx?id=28610#1