Senior Executive-Contact Center Management-MIS

1 day ago


Philippines EXL Service Full time ₱900,000 - ₱1,200,000 per year

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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