Job Description

Role Purpose

  The purpose of the role is to provide timely, accurate and quality MIS reports, dashboards to the external & internal stakeholders of account(s) as per the defined process and standards of security and compliance

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Responsibilities:

• Maintaining a strong proficiency in Microsoft Office, with a particular focus on Excel, to generate comprehensive reports.
• Demonstrating a solid understanding of real-time analytics, specifically in the context of call center reporting and performance metrics.
• Exhibiting effective interpersonal and people management skills, coupled with a proactive approach to problem-solving.
• Employing critical analytical skills for creating MIS reports, ensuring data accuracy, and delivering clear reporting to both internal teams and external clients.
• Using managerial judgment to mentor team members, thereby enhancing their growth and development.
• Leveraging knowledge of voice reporting systems relevant to the BPO industry to enhance reporting practices.
• Delivering high-quality, reliable data to support management decisions and providing stakeholders with accurate updates and statistical analyses.

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Qualifications

1. Completion of at least the 2nd year of college or possession of a Bachelor’s Degree in a relevant field.
2. A minimum of 2 years of experience as a real-time analyst in a similar environment.
3. Familiarity with industry-standard tools such as Verint, IEX, and Genesys is preferred.
4. Demonstrated expertise with Microsoft Excel as a primary analytical tool.

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