MIS Executive-Abacus BPO, Islamabad

Job Summary:

Abacus Consulting – BPO is hiring a MIS Executive in Islamabad. We're looking for a detail-oriented and analytical professional to ensure efficient staffing, scheduling, and performance forecasting for our operations team.

Key Responsibilities:

• Create and manage staff schedules based on workload forecasts.
• Monitor live queues and agent availability; adjust schedules as needed.
• Track and analyze key performance metrics (AHT, SLA, occupancy, shrinkage).
• Work with HR and Operations to manage attendance, leaves, and shifts.
• Prepare MIS reports (forecast vs. actual, shrinkage, utilization, adherence).
• Help with headcount planning and resource allocation.
• Spot trends and performance issues; share ideas to improve efficiency.
• Coordinate with team leads on coverage gaps or overstaffing.
• Assist in setting up and using MIS tools or systems.

What you’ll bring:

• Minimum 1 years of MIS/scheduling experience in a call center or BPO environment
• Bachelor’s degree in Business, Statistics, or related field
• Strong knowledge of contact center KPIs and metrics
• Proficiency in MS Excel (Pivot Tables, VLOOKUP, formulas) and MS Office Suite
• Data handling & analytical skills with attention to detail
• Flexibility to work rotational shifts, 5 days a week
• Knowledge of MS Access (preferred)

Working Hours:

• Rotational shifts (9 Hours)Weekly 2 offs

Benefits:

• Market-competitive salary (PKR 60,000 to 80,000)
• Medical insurance
• Career advancement opportunities
• Collaborative and dynamic work environment

About the Company:

Abacus has been providing advanced business solutions for more than 35 years to help organizations realize their potential. Our solutions are the result of a convergence of the latest business practices and cutting-edge technologies, and we emphasize the value of working collaboratively with clients.

Job Type: Full-time

Pay: Rs60,000.00 - Rs80,000.00 per month

Work Location: In person