Description
The MIS Executive will be responsible for collecting, analyzing, and presenting data related to call centre operations. This role supports decision-making through the preparation of daily, weekly, and monthly reports, and ensures accurate data management, performance tracking, and process optimization.
- Prepare and maintain daily, weekly, and monthly reports on call center performance metrics (AHT, FCR, SLA, CSAT, etc.).
- Generate real-time and historical data reports to support operations, quality, and workforce management teams.
- Work closely with operations to analyze trends and suggest improvements in agent productivity and efficiency.
- Automate repetitive reporting processes using Excel VBA, macros, or BI tools.
- Coordinate with IT and WFM teams for data integration and system enhancements.
- Maintain dashboards and data visualizations using tools like Excel, Power BI, or Tableau.
- Ensure data accuracy and integrity across multiple databases and reporting platforms.
- Track KPIs and generate insights to support business goals.
- Troubleshoot and resolve data discrepancies and reporting issues.
- Ad-hoc reporting and analysis based on business requirements.
Requirements
- 2+ years of experience in MIS or data analysis roles in a call center or BPO environment.
- Strong knowledge of Excel (Advanced Formulas, Pivot Tables, Charts, Macros).
- Experience with SQL, Power BI, Tableau, or similar data tools is a plus.
- Good understanding of call center metrics and reporting.
- Strong analytical, problem-solving, and communication skills.
- Ability to work independently and under tight deadlines.
- Attention to detail and data accuracy is critical.
Preferred Qualifications
- Experience with CRM or contact center platforms (e.g., Avaya, Genesys, Five9, AWS etc).
- Basic understanding of Workforce Management tools.
- Knowledge of scripting or automation tools (e.g., Python, R) is an advantage.
