The MIS Executive will be responsible for collecting, analyzing, and presenting data related to call centre operations. This role supports decision-making through the preparation of daily, weekly, and monthly reports, and ensures accurate data management, performance tracking, and process optimization.

Key Responsibilities:

• Prepare and maintain daily, weekly, and monthly reports on call center performance metrics (AHT, FCR, SLA, CSAT, etc.).
• Generate real-time and historical data reports to support operations, quality, and workforce management teams.
• Work closely with operations to analyze trends and suggest improvements in agent productivity and efficiency.
• Automate repetitive reporting processes using Excel VBA, macros, or BI tools.
• Coordinate with IT and WFM teams for data integration and system enhancements.
• Maintain dashboards and data visualizations using tools like Excel, Power BI, or Tableau.
• Ensure data accuracy and integrity across multiple databases and reporting platforms.
• Track KPIs and generate insights to support business goals.
• Troubleshoot and resolve data discrepancies and reporting issues.
• Perform ad-hoc reporting and analysis based on business requirements.