MIS Executive (BPO)

Job Summary:

The MIS Executive is responsible for managing and analyzing large data sets to generate timely and accurate reports that support decision-making processes within the BPO operations. The role requires strong expertise in using Microsoft Excel, databases, and reporting tools to track performance metrics, ensure data accuracy, and enhance operational efficiency.

Key Responsibilities:

Data Management & Reporting

• Gather, consolidate, and manage data from multiple sources to create daily, weekly, and monthly reports for various business functions (operations, HR, finance, etc.).
• Ensure accurate and timely generation of MIS reports related to key performance indicators (KPIs), workforce management, and process performance.
• Develop and maintain dashboards to provide real-time data on performance metrics, enabling the management to make informed decisions.

Performance Monitoring & Analysis

• Analyze data to identify trends, variances, and insights related to business performance.
• Track and report on agent performance, service levels, productivity, and operational efficiency.
• Identify bottlenecks and opportunities for process improvement based on data analysis.

Automation & Process Improvement

• Automate recurring reports using Excel macros, SQL queries, or other relevant tools to streamline the reporting process.
• Suggest and implement improvements in data collection and reporting mechanisms to enhance efficiency and accuracy.

Workforce Management Support

• Assist the workforce management team with data insights for shift planning, resource allocation, and capacity management.
• Generate headcount, attendance, and leave reports to ensure optimal staffing levels.

Database Management & Maintenance

• Maintain and update databases with accurate information, ensuring data integrity.
• Assist in data validation and quality checks to ensure that reports are accurate and error-free.

Collaboration & Communication

• Collaborate with various departments (Operations, HR, Finance) to understand reporting requirements and provide data-driven insights.
• Present reports and findings to senior management and other stakeholders as needed.

Ad-hoc Reporting & Support

• Provide ad-hoc reports and analysis based on business needs and requests.
• Support operational teams with data-related queries and troubleshooting.

Qualifications & Skills:

• Education: Bachelors degree in Business, IT, or a related field.
• Experience: 3-6 years of experience in a similar MIS or data reporting role, preferably in a BPO environment.
• Skills:
• Advanced proficiency in Microsoft Excel (VLOOKUP, Pivot Tables, Macros, etc.).
• Strong analytical skills with the ability to work with large data sets.
• Proficiency in presentation.
• Experience with data visualization tools (Power BI, Tableau) is a plus.
• Excellent attention to detail and accuracy.
• Strong problem-solving skills with the ability to identify and implement improvements.
• Good communication skills, both verbal and written.