Opportunity Description
- Prepare and maintain daily, weekly, and monthly MIS reports.
- Analyse Contact Center performance data and highlight trends.
- Ensure data accuracy, integrity, and timely reporting.
- Develop automated reports and dashboards for operational teams.
- Support management with data-driven insights and performance tracking.
- Coordinate with WFM, Operations, and Quality teams for reporting needs.
Qualifications
- Minimum 2+ years of experience in a Contact Center environment as MIS (mandatory).
Required Skills
- Strong expertise in MIS reporting, data analysis, and dashboard creation.
- Advanced skills in Excel (Pivot Tables, VLOOKUP, Macros) and reporting tools (Power BI).
- Familiarity with Contact Center KPIs (SLA, AHT, CSAT, etc.).
- High attention to detail and strong analytical skills.
- Ability to manage large datasets and meet tight deadlines.
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