Position Overview
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
- Cond...