Job Description
Job Title:  MIS Executive L2
City:  Jaipur
State/Province:  Rajasthan
Posting Start Date:  1/27/26
·       Generate and maintain agent schedules to maximize resource efficiency.
·       Conduct scheduling analyses and recommend staffing adjustments.
·       Create and manage new hire schedules and department shift bids.
·       Maintain monthly workbooks with call statistics and forecasts.
·       Maintain and update IEX (or similar WFM tool) database: agents, skills, queues, contact types, and entity sets.
·       Manage outbound dialer campaigns across carriers.
·       Maintain proprietary databases (e.g., attendance records, carrier workbooks, NIM database).
·       Build and maintain WFM and Operations SharePoint sites.
·       Analyse trends and identify opportunities and recommend efficiencies and implement changes.
·       Maintain Standard Operating Procedures (SOPs) and process documentation.
·       Identify automation opportunities and recurring system issues.
·       Recommend and implement process improvements to enhance productivity and customer satisfaction.
·       Adhoc Responsibilities as assigned
·       3–5 years of experience in Workforce Management within a call centre environment.              
·       Proficiency in WFM tools (IEX & Verint)              
·       Strong analytical and problem-solving skills; ability to interpret complex data and identify trends.              
·       Advanced Excel skills and mathematical proficiency.              
·       Excellent verbal and written communication skills.              
·       Ability to work flexible hours, including weekends if required.              
·       Strong organizational and time management skills.              
·       Proficiency in reporting and visualization tools like Power BI or Tableau for advanced analytics.              
·       Experience in schedule efficiency analysis including coverage %, overtime control, and schedule fit %.              
·       Understanding of forecast accuracy and its impact on scheduling.              
·       Ensure schedules comply with labour laws, break compliance, and company policies.              
·       Maintain audit-ready documentation for scheduling changes and approvals.              
·       Ability to run scenario planning and what-if simulations for staffing changes.              
·       Strong data interpretation skills to translate scheduling data into actionable insights.              
·       Experience with multi-site or international scheduling environments.              
* Graduation Mandatory.
• Strong knowledge with Microsoft Excel (Basic), Advanced Preferred.

 
Job Description: 

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

͏

Do

  • Prepare timely and accurate MIS reports and dashboards as required by the stakeholders 
    • Interact and work closely with management, internal stakeholders & clients to understand the business information needs
    • Ensuring all reports & dashboards are prepared as per stakeholder requirements as per the desired frequency (weekly/ monthly/ quarterly)
    • Ensure regular review with the MIS Team Lead for 100% accuracy before populating any customized dashboard or generating any customized report
    • Track and follow up with relevant stakeholder for timely updation and data management of parameters (key SLA metrics such as run-rate etc.) 
    • Generate account level reports (billable and non-billable) on forecasting, scheduling (both onshore and offshore) and performance against SLAs, CSAT, Quality etc. 
    • Ensure zero non-compliances on process audit on data security and compliance 
  • Support and adopt tools and systems for efficient MIS generation and reporting system
    • Continuous support to the manager in rolling out new techniques and initiatives to increase productivity
    • Providing update to the manager on the progress of any new MIS initiatives
    • Perform periodic maintenance and servicing of MIS system to improve operational efficiency
    • Adopt new tools, technology solutions and develop capability through training to improve own productivity. 
    • Develop analytical skills and understanding of statistical analysis to suggest improvement in the quality of analysis
       


 

͏

Deliver

No. Performance Parameter Measure
1. MIS Management and Reporting Quality of Analysis
Zero errors in reports 
Zero non-conformance on timelines with respect to the client/ stakeholder requirements
2. Stakeholder Management Customised dashboards as per client and functional requirements 
Zero escalations on data reporting 
Zero non-conformance on security or compliance requirements
3. Team Management Team attrition %, Employee satisfaction score


 

͏

͏
·       Generate and maintain agent schedules to maximize resource efficiency.
·       Conduct scheduling analyses and recommend staffing adjustments.
·       Create and manage new hire schedules and department shift bids.
·       Maintain monthly workbooks with call statistics and forecasts.
·       Maintain and update IEX (or similar WFM tool) database: agents, skills, queues, contact types, and entity sets.
·       Manage outbound dialer campaigns across carriers.
·       Maintain proprietary databases (e.g., attendance records, carrier workbooks, NIM database).
·       Build and maintain WFM and Operations SharePoint sites.
·       Analyse trends and identify opportunities and recommend efficiencies and implement changes.
·       Maintain Standard Operating Procedures (SOPs) and process documentation.
·       Identify automation opportunities and recurring system issues.
·       Recommend and implement process improvements to enhance productivity and customer satisfaction.
·       Adhoc Responsibilities as assigned
·       3–5 years of experience in Workforce Management within a call centre environment.              
·       Proficiency in WFM tools (IEX & Verint)              
·       Strong analytical and problem-solving skills; ability to interpret complex data and identify trends.              
·       Advanced Excel skills and mathematical proficiency.              
·       Excellent verbal and written communication skills.              
·       Ability to work flexible hours, including weekends if required.              
·       Strong organizational and time management skills.              
·       Proficiency in reporting and visualization tools like Power BI or Tableau for advanced analytics.              
·       Experience in schedule efficiency analysis including coverage %, overtime control, and schedule fit %.              
·       Understanding of forecast accuracy and its impact on scheduling.              
·       Ensure schedules comply with labour laws, break compliance, and company policies.              
·       Maintain audit-ready documentation for scheduling changes and approvals.              
·       Ability to run scenario planning and what-if simulations for staffing changes.              
·       Strong data interpretation skills to translate scheduling data into actionable insights.              
·       Experience with multi-site or international scheduling environments.              
* Graduation Mandatory.
• Strong knowledge with Microsoft Excel (Basic), Advanced Preferred.

 
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