Job Description

We are looking for a detail-oriented and analytical MIS Executive with 1 year of experience in a call center/BPO environment. The ideal candidate will be responsible for managing and analyzing operational data, preparing daily/weekly/monthly reports, and supporting operations with accurate and timely information to drive decision-making.

Key Responsibilities:

Prepare and maintain daily, weekly, and monthly reports on call center performance metrics (AHT, FCR, CSAT, etc.).

Collect, clean, and validate large volumes of data from various internal systems (CRM, dialer tools, etc.).

Track agent and team performance across various KPIs.

Generate dashboards and visual reports using Excel (or tools like Power BI/Tableau if applicable).

Analyze trends and provide actionable insights to operations and quality teams.

Automate repetitive reporting tasks using Excel macros/formulas (VLOOKUP, Pivot Tables, etc.).

Coordinate with Team Leaders and Managers to understand reporting requirements.

Assist in audit preparations and data verification.

Maintain confidentiality and integrity of data.

Required Skills & Qualifications:

Graduate in any discipline (preferably B.Com, BBA, or B.Sc. IT).

Minimum 1 year of experience in MIS reporting in a call center/BPO setup.

Strong proficiency in MS Excel (Formulas, Pivot Tables, VLOOKUP, Charts).

Basic knowledge of PowerPoint and Word.

Understanding of call center metrics and operational processes.

Good analytical and problem-solving skills.

Attention to detail and accuracy in reporting.

Effective communication and coordination skills.

Preferred (Good to Have):

Knowledge of SQL or any BI tools like Power BI, Tableau.

Experience working with dialer tools (e.g., Avaya, Genesys, Ameyo).

Experience in automation or macros/VBA

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹25,000.00 per month

Work Location: In person