Job Description

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Job Title: MIS Executive L2
City: Jaipur
State/Province: Rajasthan
Posting Start Date: 1/27/26
Generate and maintain agent schedules to maximize resource efficiency.
Conduct scheduling analyses and recommend staffing adjustments.
Create and manage new hire schedules and department shift bids.
Maintain monthly workbooks with call statistics and forecasts.
Maintain and update IEX (or similar WFM tool) database: agents, skills, queues, contact types, and entity sets.
Manage outbound dialer campaigns across carriers.
Maintain proprietary databases (e.g., attendance records, carrier workbooks, NIM database).
Build and maintain WFM and Operations SharePoint sites.
Analyse trends and identify opportunities and recommend efficiencies and implement changes.
Maintain Standard Operating Procedures (SOPs) and process documentation.
Identify automation opportunities and recurring system issues.
Recommend and implement process improvements to enhance productivity and customer satisfaction.
Adhoc Responsibilities as assigned
3-5 years of experience in Workforce Management within a call centre environment.
Proficiency in WFM tools (IEX & Verint)
Strong analytical and problem-solving skills; ability to interpret complex data and identify trends.
Advanced Excel skills and mathematical proficiency.
Excellent verbal and written communication skills.
Ability to work flexible hours, including weekends if required.
Strong organizational and time management skills.
Proficiency in reporting and visualization tools like Power BI or Tableau for advanced analytics.
Experience in schedule efficiency analysis including coverage %, overtime control, and schedule fit %.
Understanding of forecast accuracy and its impact on scheduling.
Ensure schedules comply with labour laws, break compliance, and company policies.
Maintain audit-ready documentation for scheduling changes and approvals.
Ability to run scenario planning and what-if simulations for staffing changes.
Strong data interpretation skills to translate scheduling data into actionable insights.
Experience with multi-site or international scheduling environments.

• Graduation Mandatory.
• Strong knowledge with Microsoft Excel (Basic), Advanced Preferred.

:

Role Purpose
The purpose of the role is to provide timely, accurate and quality MIS reports, dashboards to the external & internal stakeholders of account(s) as per the defined process and standards of security and compliance
?
Do

• Prepare timely and accurate MIS reports and dashboards as required by the stakeholders

• Interact and work closely with management, internal stakeholders & clients to understand the business information needs
• Ensuring all reports & dashboards are prepared as per stakeholder requirements as per the desired frequency (weekly/ monthly/ quarterly)
• Ensure regular review with the MIS Team Lead for 100% accuracy before populating any customized dashboard or generating any customized report
• Track and follow up with relevant stakeholder for timely updation and data management of parameters (key SLA metrics such as run-rate etc.)
• Generate account level reports (billable and non-billable) on forecasting, scheduling (both onshore and offshore) and performance against SLAs, CSAT, Quality etc.
• Ensure zero non-compliances on process audit on data security and compliance
• Support and adopt tools and systems for efficient MIS generation and reporting system

• Continuous support to the manager in rolling out new techniques and initiatives to increase productivity
• Providing update to the manager on the progress of any new MIS initiatives
• Perform periodic maintenance and servicing of MIS system to improve operational efficiency
• Adopt new tools, technology solutions and develop capability through training to improve own productivity.
• Develop analytical skills and understanding of statistical analysis to suggest improvement in the quality of analysis

?
Deliver No. Performance Parameter Measure
1. MIS Management and Reporting Quality of Analysis
Zero errors in reports
Zero non-conformance on timelines with respect to the client/ stakeholder requirements
2. Stakeholder Management Customised dashboards as per client and functional requirements
Zero escalations on data reporting
Zero non-conformance on security or compliance requirements
3. Team Management Team attrition %, Employee satisfaction score
?
?
Generate and maintain agent schedules to maximize resource efficiency.
Conduct scheduling analyses and recommend staffing adjustments.
Create and manage new hire schedules and department shift bids.
Maintain monthly workbooks with call statistics and forecasts.
Maintain and update IEX (or similar WFM tool) database: agents, skills, queues, contact types, and entity sets.
Manage outbound dialer campaigns across carriers.
Maintain proprietary databases (e.g., attendance records, carrier workbooks, NIM database).
Build and maintain WFM and Operations SharePoint sites.
Analyse trends and identify opportunities and recommend efficiencies and implement changes.
Maintain Standard Operating Procedures (SOPs) and process documentation.
Identify automation opportunities and recurring system issues.
Recommend and implement process improvements to enhance productivity and customer satisfaction.
Adhoc Responsibilities as assigned
3-5 years of experience in Workforce Management within a call centre environment.
Proficiency in WFM tools (IEX & Verint)
Strong analytical and problem-solving skills; ability to interpret complex data and identify trends.
Advanced Excel skills and mathematical proficiency.
Excellent verbal and written communication skills.
Ability to work flexible hours, including weekends if required.
Strong organizational and time management skills.
Proficiency in reporting and visualization tools like Power BI or Tableau for advanced analytics.
Experience in schedule efficiency analysis including coverage %, overtime control, and schedule fit %.
Understanding of forecast accuracy and its impact on scheduling.
Ensure schedules comply with labour laws, break compliance, and company policies.
Maintain audit-ready documentation for scheduling changes and approvals.
Ability to run scenario planning and what-if simulations for staffing changes.
Strong data interpretation skills to translate scheduling data into actionable insights.
Experience with multi-site or international scheduling environments.

• Graduation Mandatory.
• Strong knowledge with Microsoft Excel (Basic), Advanced Preferred.

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