MIS Analyst / Data Analyst

MIS Analyst / Data Analyst

We are looking for a detail-driven MIS Analyst/Data Analyst to help us optimize our call center services through effective reporting, analysis, and data-driven recommendations. Your job will be to convert our raw data into valuable information.

If you love to work with numbers, create dashboards, and collaborate with other teams, this role is for you.

• Create and maintain daily, weekly, and monthly performance reports on major call center performance metrics like AHT, FCR, SLA, CSAT, and productivity.
• Produce real-time as well as historical reports for the purposes of the Operations, Quality, and Workforce Management departments.
• Analyze trends in performance metrics and provide meaningful insights and recommendations for improvements.
• Automate recurring reports by using Excel (VBA/macros) and/or BI tools.
• Develop, create, and update dashboards and visualizations via Excel, Power BI, Tableau, or other similar tools.
• Work with the IT department and WFM department on data integration, software improvements, and report generation.
• Ensure the accuracy and reliability of the information from multiple data sources and reporting systems.
• Monitor KPIs and provide insight in accordance with the business objectives.
• Detect inconsistencies in the data or reporting process; troubleshoot and resolve such issues.
• Perform ad hoc analysis and prepare reports on an as-needed basis.

• Minimum 2 years of relevant experience as an MIS, report preparation, or data analyst, preferably in call centers or BPOs.
• Highly skilled at working with Microsoft Excel (formulas, pivots, graphs, macros).
• Working experience with SQL or any other business intelligence/reporting tool will be considered an added advantage.
• Good understanding of KPIs for call centers.
• Excellent analytical skills with an ability to solve problems effectively.
• Excellent communication skills.
• Highly self-reliant and can handle multiple tasks simultaneously within strict deadlines.