Urgently Hiring For MIS Executive

Job Summary:

The MIS Executive in the BPO sector will be responsible for managing and maintaining various reports, databases, and information systems that track key performance metrics and operational data. The role involves gathering, analyzing, and interpreting data to support decision-making processes and ensure the smooth functioning of the BPO operations. The MIS Executive will work closely with other departments to ensure accurate and timely reporting, helping drive

performance improvements and operational efficiencies.

Key Responsibilities:

Data Collection & Report Generation:

• Collect, process, and analyze data from multiple sources including operational, financial, and performance-related metrics.
• Generate daily, weekly, and monthly MIS reports on various performance indicators such as service levels, agent productivity, call volumes, and customer satisfaction.
• Develop and maintain dashboards, reports, and presentations for senior management and stakeholders.

Data Analysis & Insights:

• Analyze trends and patterns from the collected data to identify areas for improvement in operational processes, resource allocation, and performance management.
• Provide insights and recommendations based on data analysis to enhance the efficiency of operations and meet business objectives.

Performance Monitoring:

• Track key performance indicators (KPIs) related to BPO operations, including call handling time, first-call resolution, customer satisfaction (CSAT), and other operational metrics.
• Monitor agent performance metrics and flag issues or underperformance to ensure alignment with targets.

System & Database Management:

• Maintain and update databases, ensuring the accuracy, integrity, and security of the data.
• Ensure the smooth functioning of reporting tools and systems, working closely with IT to address any system-related issues or upgrades

Forecasting & Scheduling Support:

• Support the scheduling and forecasting team with historical data analysis and trends to help optimize workforce planning.
• Assist in the creation of reports to forecast staffing needs and resource allocation.

Process Improvement:

• Suggest process improvements based on data analysis to streamline operations and enhance team performance.
• Collaborate with other departments (Operations, HR, Quality, Training) to identify inefficiencies and implement corrective actions.

Stakeholder Communication:

• Prepare and present regular reports to management teams, providing insights on operational performance, resource utilization, and any issues requiring attention.
• Act as a liaison between different departments to ensure the timely and accurate flow of information.

Ad-hoc Reporting:

• Handle ad-hoc reporting requests from management or other departments and provide customized data insights as needed.
• Support business reviews and meetings with relevant data and insights

Required Skills and Qualifications:

Education:

• Bachelors degree in Business, Computer Science, Statistics, or a related field.
• Additional certifications in Data Analysis or MIS management are a plus.

Experience:

• 2-3 years of experience in an MIS, reporting, or data analysis role, preferably within the BPO or customer service industry.
• Familiarity with BPO operations, KPIs, and performance metrics is highly desirable.
• Experience working with CRM tools, reporting systems, and databases.

Skills:

• Strong proficiency in MS Excel (pivot tables, VLOOKUP, macros), along with experience using other data visualization tools (e.g., Power BI, Tableau).
• Knowledge of data management, reporting, and analysis techniques.
• Strong analytical, problem-solving, and organizational skills.
• Excellent attention to detail and the ability to work with large datasets.
• Effective communication skills to present data insights clearly and concisely.

Additional Requirements:

• Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
• Strong time management and prioritization skills.
• Ability to work independently and as part of a team.

Preferred Skills:

• Experience with business intelligence tools (e.g., Power BI, Tableau).
• Knowledge of workforce management and scheduling tools used in BPOs (e.g., Avaya, Genesys, or similar platforms).
• Understanding of statistical analysis techniques and tools.