MIS Executive-(Management Information System)

Company Description

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 Summary:

Abacus Consulting—BPO is hiring an MIS Executive (Management Information System) 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 employee schedules based on forecasted workload
• Monitor real-time queue status and agent availability, and adjust schedules accordingly
• Track and analyze daily, weekly, and monthly performance metrics (AHT, SLA, occupancy, shrinkage, etc.)
• Coordinate with HR and Operations to manage attendance, leaves, and shift rosters
• Generate and maintain WFM reports (forecast vs. actual, shrinkage, utilization, adherence)
• Assist in headcount planning and resource allocation
• Identify trends and performance issues, and provide actionable insights to improve efficiency
• Communicate with team leads and supervisors regarding coverage gaps or overstaffing
• Support the implementation of WFM tools or systems

What you’ll bring:

• 1–2 years of WFM/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
• Medical insurance
• Career advancement opportunities
• Collaborative and dynamic work environment

Job Type: Full-time

Pay: Rs60,000.00 - Rs70,000.00 per month

Work Location: In person