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 in Microsoft Excel (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.
