Senior Executive-Contact Center Management-MIS

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

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