Senior Executive-Contact Center Management-MIS
6 days ago
R
- esponsibilities: Develop, maintain, and distribute daily, weekly, and monthly reports on call center performance metrics, including call volume, average handle time, service levels and customer satisfaction
C - reate and manage dashboards to provide real-time visibility into call center performance
E - nsure data accuracy and consistency across all reporting platforms
A - nalyze call center data to identify trends, patterns, and areas for improvement
P - rovide actionable insights and recommendations to management based on data analysis
T - rack and report on key performance indicators (KPIs) and service level agreements (SLAs)
T - roubleshoot and resolve any issues related to MIS tools and data reporting
A - ssist in workforce planning by analyzing historical data and forecasting future call volumes
S - upport strategic initiatives by providing data-driven insights and recommendations
W - ork closely with call center management, operations, and training teams to align reporting with operational needs
C - ommunicate findings and insights effectively to stakeholders through presentations and reports
E - nsure that all reports and data management practices comply with company policies and industry regulations
M - aintain thorough documentation of data sources, reporting processes, and system configurations
Q
- ualifications: Proven experience in a similar role within a call center or related environment
S - trong analytical skills with the ability to interpret complex data and generate actionable insights
P - roficiency in MIS tools and software (e.g., Excel, SQL, BI tools like Power BI or Tableau)
E - xcellent communication and presentation skills
E - xperience with data visualization tools and techniques
S
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