Senior Executive-Contact Center Management-MIS

4 days ago

Philippines EXL Full time ₱1,500,000 - ₱2,500,000 per year
Responsibilities
  • 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
  • Create and manage dashboards to provide real-time visibility into call center performance
  • Ensure data accuracy and consistency across all reporting platforms
  • Analyze call center data to identify trends, patterns, and areas for improvement
  • Provide actionable insights and recommendations to management based on data analysis
  • Track and report on key performance indicators (KPIs) and service level agreements (SLAs)
  • Troubleshoot and resolve any issues related to MIS tools and data reporting
  • Assist in workforce planning by analyzing historical data and forecasting future call volumes
  • Support strategic initiatives by providing data-driven insights and recommendations
  • Work closely with call center management, operations, and training teams to align reporting with operational needs
  • Communicate findings and insights effectively to stakeholders through presentations and reports
  • Ensure that all reports and data management practices comply with company policies and industry regulations
  • Maintain thorough documentation of data sources, reporting processes, and system configurations
Qualifications
  • Proven experience in a similar role within a call center or related environment
  • Strong analytical skills with the ability to interpret complex data and generate actionable insights
  • Proficiency in MIS tools and software (e.g., Excel, SQL, BI tools like Power BI or Tableau)
  • Excellent communication and presentation skills
  • Experience with data visualization tools and techniques
  • Strong Excel skills. Ability to scrub, dissect and shape data, create customized reports

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