MIS Specialist (Call Centre)_NHA_Delhi

Job Summary:

The MIS Specialist is responsible for managing and analysing data to support decision-making and improve performance across the call centre. This role involves developing and maintaining reports, dashboards, and databases, ensuring data accuracy, and providing actionable insights to management.

Extendable Co-terminus Contract for 2 years.

Role & responsibilities:

• Design, develop, and maintain daily, weekly, and monthly MIS reports and dashboards for call centre performance (e.g., call volumes, agent productivity, SLA adherence, TAT, AHT, FCR, etc.).
• Collect, validate, and interpret data from multiple sources including CRM systems, telephony, and workforce management tools.
• Track KPIs and generate trend analyses to identify areas of improvement and recommend process enhancements.
• Support the operations team with ad-hoc data analysis and reporting needs.
• Ensure data accuracy, consistency, and integrity across all reports and dashboards.
• Automate reports wherever possible using tools such as Excel (advanced), Power BI, SQL, or other relevant platforms.
• Coordinate with IT, Quality, and Operations teams for system improvements and data integration.
• Maintain documentation for reporting processes, data sources, and dashboard configurations.
• Assist in forecasting and capacity planning using historical data.

Key Skills and Qualifications:

• Graduate & above
• 4 to 7 years of experience in MIS/Data Analysis, preferably in a call centre or BPO environment.
• Proficiency in MS Excel (pivot tables, VLOOKUP, macros), SQL, Power BI/Tableau.
• Strong analytical and problem-solving skills.
• Experience with call centre systems such as Avaya, Genesys, or other telephony/CRM tools is a plus.
• Attention to detail and strong organizational skills.
• Good communication and presentation skills.

Key Performance Indicators (KPIs):

• Timeliness and accuracy of reports delivered.
• Reduction in manual reporting through automation.
• Quality of insights and recommendations shared with stakeholders.
• Stakeholder satisfaction with MIS support.