Management Information System Analyst

• 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.