Job Description

Job Title: MIS Executive L2
City: Jaipur
State/Province: Rajasthan
Posting Start Date: 1/27/26
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Generate and maintain agent schedules to maximize resource efficiency.


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Conduct scheduling analyses and recommend staffing adjustments.


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Create and manage new hire schedules and department shift bids.


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Maintain monthly workbooks with call statistics and forecasts.


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Maintain and update IEX (or similar WFM tool) database: agents, skills, queues, contact types, and entity sets.


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Manage outbound dialer campaigns across carriers.


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Maintain proprietary databases (e.g., attendance records, carrier workbooks, NIM database).


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Build and maintain WFM and Operations SharePoint sites.


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Analyse trends and identify opportunities and recommend efficiencies and implement changes.


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Maintain Standard Operating Procedures (SOPs) and process documentation.


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Identify automation opportunities and recurring system issues.


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Recommend and implement process improvements to enhance productivity and customer satisfaction.


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Adhoc Responsibilities as assigned


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3-5 years of experience in Workforce Management within a call centre environment.


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Proficiency in WFM tools (IEX & Verint)


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Strong analytical and problem-solving skills; ability to interpret complex data and identify trends.


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Advanced Excel skills and mathematical proficiency.


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Excellent verbal and written communication skills.


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Ability to work flexible hours, including weekends if required.


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Strong organizational and time management skills.


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Proficiency in reporting and visualization tools like Power BI or Tableau for advanced analytics.


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Experience in schedule efficiency analysis including coverage %, overtime control, and schedule fit %.


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Understanding of forecast accuracy and its impact on scheduling.


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Ensure schedules comply with labour laws, break compliance, and company policies.


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Maintain audit-ready documentation for scheduling changes and approvals.


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Ability to run scenario planning and what-if simulations for staffing changes.


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Strong data interpretation skills to translate scheduling data into actionable insights.


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Experience with multi-site or international scheduling environments.


- Graduation Mandatory.


- Strong knowledge with Microsoft Excel (Basic), Advanced Preferred.


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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

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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
+

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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

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- 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.