MIS Executive

Role & responsibilities

• Prepare and publish daily, weekly, monthly, and ad-hoc MIS reports for contact center operations.
• Manage reporting across all customer service channels, including:
• Voice
• Email
• Chat
• Escalations
• Social Media
• Outbound Operations
• Develop, monitor, and report key operational metrics including:
• Service Levels (SLA)
• Productivity
• Utilization
• Quality Scores
• Attendance & Adherence
• CSAT and Operational KPIs
• Design and maintain interactive dashboards using Power BI.
• Automate reporting processes using Python, Power Automate, and other Microsoft technologies.
• Create enterprise reports and analytical dashboards using MicroStrategy (Micros).
• Collaborate closely with Operations, WFM, HR, QA, and Leadership teams to provide actionable business insights.
• Support forecasting, capacity planning, shrinkage analysis, and workforce performance tracking.
• Share performance reports and KPI scorecards with management, HR teams, and stakeholders.
• Maintain data accuracy,consistency, and governance standards across all reports.
• Provide data support for incentives, appraisals, manpower planning, audits, and compliance requirements.
• Develop AI-driven reporting solutions using Microsoft Copilot, Copilot Agents, and automation tools.
• Work in roster-based shifts, including weekends and public holidays, as business requirements demand.

Technical Skills

• Strong working knowledge of Python for reporting automation and data analysis.
• Hands-on experience with Power BI, including:
• Dashboard Development
• Data Modelling
• DAX
• Data Visualization
• Experience with MicroStrategy (Micros) reporting and analytics.
• Advanced proficiency in Microsoft 365, particularly:
• Excel
• SharePoint
• Teams
• OneDrive
• Advanced Excel skills including:
• Pivot Tables
• Power Query
• Complex Formulas
• Data Analysis Functions
• Experience with:
• Power Automate
• Power Apps
• Microsoft Copilot
• AI-driven workflow automation

Automation & AI

• Ability to create and manage Copilot AI Agents.
• Experience in automating operational and management reports using Power Platform solutions.