Management Information System Executive

As an MIS Analyst , you are responsible for managing, analyzing, and delivering accurate data insights that support operational decision‑making and performance optimization within the contact center.

• Generate, maintain, and distribute daily, weekly, and monthly MIS reports for contact center operations
• Analyze performance metrics such as AHT, SLA, FCR, occupancy, shrinkage, and agent productivity
• Develop and automate reports using Excel (advanced functions, PivotTables, dashboards) and other reporting tools
• Monitor real‑time and historical data to identify trends, gaps, and opportunities for improvement
• Ensure data accuracy, integrity, and consistency across all reporting systems
• Support stakeholders (Operations, QA, WFM, and Management) with actionable insights and customized reports
• Create and maintain dashboards to visualize KPIs and operational performance
• Cond...