Role

<ul>
<li>MIS &amp; Reporting: Develop and maintain key performance reports and dashboards. Ensure data accuracy for decision-making.</li>
</ul>

<ul>
<li>Workforce Management (WFM): Oversee scheduling, forecasting, and capacity planning to meet operational needs.</li>
</ul>

<ul>
<li>Real-Time Management (RTM): Monitor live contact center activity and agent performance. Identify and address immediate operational challenges.</li>
</ul>

<ul>
<li>Real-Time Monitoring: Continuously track key metrics and agent adherence to schedules. Flag deviations and escalate as needed.</li>
</ul>

<ul>
<li>Data Analysis &amp; Insights: Analyze performance data to identify trends, root causes of issues, and opportunities for improvement.</li>
</ul>

<ul>
<li>Course Correction: Based on real-time observations and data analysis, recommend and implement immediate adjustments and long-term solutions to enhance efficiency and KPIs.</li>
</ul>

<ul>
<li>Collaboration: Work closely with operations managers, team leaders, and other stakeholders to ensure alignment and effective strategy execution.</li>
</ul>

Qualifications:

<ul>
<li>Bachelor's degree in a relevant field.</li>
</ul>

<ul>
<li>Proven experience (typically 2+ years) in contact center operations, directly involved in MIS, WFM, and/or RTM.</li>
</ul>

<ul>
<li>Strong analytical and problem-solving skills.</li>
</ul>

<ul>
<li>Proficiency in data analysis tools (e.g., Excel, Google Sheets, and SQL is a plus) and contact center technology.</li>
</ul>

<ul>
<li>Ability to interpret data, identify trends, and translate findings into actionable steps.</li>
</ul>

<ul>
<li>Excellent communication and collaboration skills.</li>
</ul>

<ul>
<li>Understanding of key contact center metrics and KPIs.</li>
</ul>

<ul>
<li>Ability to work effectively in a fast-paced, real-time environment.</li>
</ul>

Senior MIS Executive in Bengaluru (UID-10378)

Job Description

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Skills Required for Senior MIS Executive

Job Description for Senior MIS Executive

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