Senior Executive - MIS

About the role

As a Sr Executive in our Contact Center Control Tower, you will be central to ensuring smooth and efficient operations. You'll be responsible for managing MIS, Workforce Management (WFM), and Real-Time Management (RTM) functions. Your key focus will be on monitoring real-time performance, analyzing data to identify trends and issues, deriving actionable insights, and driving course correction to optimize our sales and customer support teams.
 

Responsibilities

• MIS & Reporting: Develop and maintain key performance reports and dashboards. Ensure data accuracy for decision-making.
• Workforce Management (WFM): Oversee scheduling, forecasting, and capacity planning to meet operational needs.
• Real-Time Management (RTM): Monitor live contact center activity and agent performance. Identify and address immediate operational challenges.
• Real-Time Monitoring: Continuously track key metrics and agent adherence to schedules. Flag deviations and escalate as needed.
• Data Analysis & Insights: Analyze performance data to identify trends, root causes of issues, and opportunities for improvement.
• Course Correction: Based on real-time observations and data analysis, recommend and implement immediate adjustments and long-term solutions to enhance efficiency and KPIs.
• Collaboration: Work closely with operations managers, team leaders, and other stakeholders to ensure alignment and effective strategy execution.

Qualifications

• Bachelor's degree in a relevant field.
• Proven experience (typically 2+ years) in contact center operations, directly involved in MIS, WFM, and/or RTM.
• Strong analytical and problem-solving skills.
• Proficiency in data analysis tools (e.g., Excel, Google Sheets, and SQL is a plus) and contact center technology.
• Ability to interpret data, identify trends, and translate findings into actionable steps.
• Excellent communication and collaboration skills.
• Understanding of key contact center metrics and KPIs.
• Ability to work effectively in a fast-paced, real-time environment.

Skills Required

Real Time Analysis, Workforce Management, MIS analysis, Data Visualization