MIS Executive

We are looking for a detail-oriented and analytical MIS Executive to support contact center operations through accurate reporting, data management, and performance analysis. The role will be responsible for preparing and maintaining operational reports, analyzing key performance metrics, and providing timely insights to support business and Workforce Management (WFM) decisions.

Key Responsibilities

• Prepare, consolidate, and distribute daily, weekly, and monthly MIS and operational reports.
• Generate reports covering key contact center and WFM metrics such as service level, AHT, occupancy, staffing, productivity, attendance, shrinkage, and performance.
• Ensure accuracy, completeness, and timely delivery of operational reports.
• Collect and validate data from multiple sources and identify discrepancies or data quality issues.
• Analyze operational data and provide insights on trends, gaps, and performance variances.
• Maintain reporting databases, trackers, dashboards, and other MIS-related files.
• Support WFM and Operations teams with ad hoc reports and data requests.
• Develop and improve reporting processes to increase efficiency and reduce manual work.
• Create dashboards and visual reports to effectively present operational performance.
• Work closely with Operations, WFM, and other stakeholders to understand reporting requirements.
• Ensure confidentiality and proper handling of operational and employee data.
• Perform other reporting, analysis, and MIS-related tasks as assigned.

Qualifications

• 2–4 years of experience in MIS, reporting, data analysis, or a similar role.
• At least 2 years of experience supporting Contact Center or Workforce Management (WFM) operations.
• Strong understanding of contact center operational metrics and performance reporting.
• Advanced proficiency in Microsoft Excel, including PivotTables, VLOOKUP/XLOOKUP, formulas, and data manipulation.
• Experience creating dashboards and management reports is preferred.
• Strong analytical and problem-solving skills with excellent attention to detail.
• Good written and verbal communication skills.
• Ability to manage multiple reports and deadlines in a fast-paced environment.
• Experience working with large datasets and multiple reporting sources.
• Willing to work on shifting schedules, including night shifts, weekends, or holidays, depending on business requirements.

Preferred Skills

• Experience with WFM platforms, reporting tools, or BI/dashboarding tools.
• Knowledge of Power BI or similar visualization tools is an advantage.
• Understanding of forecasting, staffing, scheduling, and real-time contact center performance is a plus.
• Strong ability to translate operational data into meaningful insights and recommendations.