MIS Supervisor

Let's tomorrow, together.At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.Sound like the right fit? Your tomorrow looks bright at Ubiquity.Your Role:Job Description/Key Responsibilities:Manages day-to-day operation MIS team that use business data and statistical methods to provide insight into business performance and suggest area and methods of improving operations. Implements and oversees the analytical approaches and methodologies. Developing strategies, and making suggestions for improvement, insight, and recommendations to management for decision making and strategic planning. Controls and develops internal/external information sources for business analysis. Manages subordinate staff in the day-to-day performance of their jobs. Ensures project/department milestones/goals are met and adhere to approved budgets. Extensive knowledge of department processes.Will be doing analytics on operational performance metricsAnalyze performance, correlate metrics and drive targeting action planProvide recommendations to improve account performanceWill be doing a deep dive analysis of the performanceGive presentation of analysis to stakeholders and clientsSupervises personnel under the Department such as MIS Analyst – develops, coaches, and motivates personnel on day-to-day activities.Maintains strong customer service orientation in dealing with various departments and Department heads.Performs other duties that may be requested from time to time. Qualifications:At least 3-5 years of extensive experience in ReportingBackground with Workforce facets such as capacity planning, forecasting, and other Workforce metrics/calculations – call volumes, AHT, adherence, intraday patterns, root cause analysisEffective communication and interpersonal skillsExcellent presentation skills (Powerpoint, Excel, Google sheets etc.)Proficient in analysis and interpretation of dataStrong leadership abilities and good time management skillsExcellent problem-solving and management skillsExperienced in managing a teamAbility to train junior staffWhat we do.Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation.Come as U are, because U Matter at Ubiquity.We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.