Mis Executive

Designation: Health Coach

Role: MIS Executive

Department: Customer Experience

Location: Noida, Uttar Pradesh

About Tata 1mg

Tata 1mg is a trusted health partner for end consumers and large institutions. Our Mission is to make healthcare understandable, accessible, and affordable for all Indians. Over the past three years, we've worked to build a healthcare platform that guides customers to the right and affordable care. Today, Tata 1mg is present in 1000+ cities And we’re just getting started. Leading the chart as one of the top consumer health platforms through e Pharmacy, e Diagnostics, e-consult and offline stores, Tata 1mg has delivered over 15M e pharmacy orders, 2M e Diagnostics orders & 1M+ organic users/day in 2022 and we are just getting started. Our strongest asset is our 6400+ people enabling us to deliver on our mission consistently. 

Know more about us: https://www.1mg.com/aboutUs` 

Brief about the Team 

The Customer Support team at Tata 1mg plays a critical role in ensuring a seamless and satisfactory experience for our customers. This team handles both inbound and outbound customer interactions across various channels including voice, email, and chat. As a part of the escalation team, you will focus on resolving complex queries and issues, providing timely solutions to enhance customer satisfaction, and ensuring the smooth operation of all customer service processes.

What will you do 

Management Information Systems (MIS):

Reporting & Analysis:

• Develop and maintain daily, weekly, and monthly performance reports, including KPIs such as call volume, AHT, service levels, and agent productivity.
• Provide actionable insights through data analysis to improve call center efficiency and effectiveness.
• Automate and streamline reporting processes for real-time insights.

System Administration:

• Ensure accuracy and consistency in data across reporting tools.
• Collaborate with IT to maintain and enhance reporting systems.

Workforce Management (WFM):

Forecasting & Scheduling:

• Analyze historical data to create accurate call volume forecasts and workload predictions.
• Develop agent schedules to meet service levels while optimizing resource utilization.
• Adjust schedules dynamically based on real-time performance metrics and unexpected changes.

Real-Time Monitoring:

• Monitor real-time queue performance and make staffing adjustments as needed.
• Ensure adherence to schedules and maintain SLAs during peak periods.

Capacity Planning:

• Conduct long-term resource planning to meet business growth and seasonal fluctuations.
• Provide hiring and training recommendations based on capacity forecasts.

Dialer Management:

Dialer Configuration:

• Configure and manage dialer systems, including predictive, preview, and manual dialing modes.
• Ensure compliance with regulatory standards and company policies in dialer operations.

Campaign Optimization:

• Monitor and optimize dialer campaigns for maximum efficiency and effectiveness.
• Analyze dialer performance metrics, such as contact rates and conversion rates, to make improvements.

System Maintenance:

• Troubleshoot and resolve dialer-related issues promptly to minimize downtime.
• Collaborate with the IT team to implement dialer upgrades or system enhancements.

What we are looking for:

• Bachelor’s degree in business administration, Computer Science, Statistics, or a related field.
• Proven experience in call center MIS, WFM, and dialer management roles.
• Proficiency in workforce management tools, dialer systems, and reporting tools (e.g., Tableau, Power BI).
• Strong analytical skills and expertise in Microsoft Excel (advanced level).
• Excellent communication and collaboration abilities.
• Knowledge of call center compliance regulations and industry best practices.

Why Join Us? 

Tata 1mg provides one of the most exciting and high-growth environments to work. You get the added benefit of working in a prestigious legacy brand like Tata and a highly dynamic and versatile startup like 1mg. Being an Integral part of the Customer experience team will provide a great opportunity to scale up a business to great heights leveraging the existing capabilities of Tata 1mg.

Disclaimer:

Tata 1mg is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions at Tata 1mg are based on business needs, job requirements, competence, and merit, without regard to age, color, disability, ethnicity, gender, gender identity, nationality, religion, sexual orientation, or any other characteristic protected by law