WE ARE HIRING : Supervisor – Contact Center Performance & MIS

Location: Colombo, Sri Lanka
Employment Type: Full-time
Company Industry: Travel Management Company

Role Overview

We are seeking a highly analytical and strategic Supervisor – Contact Center Performance & MIS to support leadership teams in driving performance, operational excellence, and data-driven decision making. This role focuses on workforce planning, dashboard reporting, productivity optimization, and business insights within a dynamic travel management environment.

Key Responsibilities

• Develop and maintain business dashboards and reporting tools to 
• track operational, financial, and performance metrics across the business
• Analyze trends and KPI performance, conduct deep dives, and 
• recommend strategies to improve results
• Lead WFM processes, including staffing models, forecasting, 
• utilization planning, and real-time volume / staff adjustments
• Provide analytical support for business initiatives including ROI assessments, benefits analyses, and service-delivery enhancements
• Support cross-functional projects by supplying accurate data, insights, and performance reporting
  
• Train teams on reporting tools and dashboards to improve data literacy and self-service capabilities
• Assist with developing business presentations that communicate performance results and support centralized service models
  
• Partner with operational leaders to improve productivity and optimize resources

Candidate Profile

• Minimum 5 years of experience in the travel industry with strong 
• understanding of contact center operations and WFM concepts
• Experience in travel operations, operational workflows, and performance management
• Proven analytical expertise with ability to interpret complex data and translate insights into actionable recommendations
  

Skills & Competencies

• Proficiency in Microsoft Office, MS Access, SQL, Power BI, and related business analysis tools
• Strong expertise in reporting, MIS, and dashboard development
  
• Good knowledge of workforce management and forecasting models
• Excellent communication and presentation skills
  
• Strong consulting and cross-functional collaboration ability
• Strong planning, multitasking, and prioritization skills
  
• Ability to adapt to evolving business needs
• Results-driven mindset with strong problem-solving ability

Ready to take your career to new heights?

We're InTalent Asia, your go-to recruitment partner in Sri Lanka, and we've got an exciting opportunity for you! Our client is looking for a dynamic individual to fill the role of Supervisor – Contact Center Performance & MIS.

At InTalent Asia, we're not just recruiters; we're here to architect your career success. Join us in the journey of matching your skills with unparalleled opportunities.

Apply now and see how you can be the perfect fit for this exclusive position!

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