Lead - MIS (3-6 yrs)

- Proficiency in Advanced Excel (including complex formulas, pivot tables, and data analysis) and PowerPoint (preparing reports, presentations, and dashboards).

- Strong oral and written communication skills, with an ability to communicate effectively with cross-functional teams.

- Team management and leadership skills, with the ability to motivate and guide a team of call coordinators.

- Demonstrated ability to manage multiple tasks and handle escalations efficiently.

- Experience in overseeing and improving the operational efficiency of call coordination processes.

- Comfortable with preparing and presenting reports on a daily, weekly, and monthly basis, highlighting trends, challenges, and improvements.

Key Responsibilities:

- Act as the escalation point for complex issues or situations that require senior intervention.

- Prepare daily, weekly, and monthly reports on the performance of the team, including metrics on ticket resolution times, SLA adherence, and customer satisfaction.