Senior MIS Analyst

Role: Senior MIS Analyst

Location: Chennai (Work from Office)

Education: Bachelor Degree

Experience: 4+ years

Shift: UK/US shift

Key Responsibilities:

• Design and implement dashboards to track and measure call center performance, including metrics such as FCR, AHT, Abandon Rate, NPS, CSAT, NPS, AHT, SLA, Sales Conv, etc..
• Create and maintain reports that allow the Senior Leadership Team to identify trends and help them make strategic decision planning through information on daily business activities. 
• Ensure that all the required reports are generated and delivered within the specified time frame.
• Ready to take initiative, good decision-making skills, verbal and written communication skills 
• Preparing Stack ranking, Scorecard, and incentive report Monthly and Yearly to rate the performance.    

Requirements:

• Any Bachelor's degree 
• 4+ years of experience in a call center Metrics or contact center environment
• Strong analytical, Logical thinking, and problem-solving skills 
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and prioritize multiple tasks and projects
• Proficient in Microsoft Office, particularly Excel, and experience with performance management dashboards
• Strong attention to detail and ability to maintain data integrity and security.