Management Information System Executive

MIS Analyst | Contact Center

As an MIS Analyst , you are responsible for managing, analyzing, and delivering accurate data insights that support operational decision-making and performance optimization within the contact center.

Key Responsibilities:

• Generate, maintain, and distribute daily, weekly, and monthly MIS reports for contact center operations
• Analyze performance metrics such as AHT, SLA, FCR, occupancy, shrinkage, and agent productivity
• Develop and automate reports using Excel (advanced functions, PivotTables, dashboards) and other reporting tools
• Monitor real-time and historical data to identify trends, gaps, and opportunities for improvement
• Ensure data accuracy, integrity, and consistency across all reporting systems
• Support stakeholders (Operations, QA, WFM, and Management) with actionable insights and customized reports
• Create and maintain dashboards to visualize KPIs and operational performance
• Conduct root cause analysis on performance deviations and recommend corrective actions
• Work closely with cross-functional teams to enhance data reporting processes and efficiency
• Handle ad-hoc reporting requests and provide timely data-driven insights
• Maintain databases and ensure proper documentation of reporting processess

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Qualification

• Bachelor’s degree in Business Administration, Computer Science, Statistics, or related field
• Experience in a contact center environment
• Advanced proficiency i n Microsoft Exc el (VLOOKUP, Pivot Tables, Macros is a plus)
• Familiarity with reporting tools such as Power BI, Tableau, or similar platforms.
• Strong analytical, problem-solving, and data interpretation skills.
• High attention to detail and ability to manage large datasets accurately.
• Good communication skills to present insights to stakeholders.