Senior Executive - MIS

As a Sr Executive in our Contact Center Control Tower, you will be central to ensuring smooth and efficient operations. You'll be responsible for managing MIS, Workforce Management (WFM), and Real-Time Management (RTM) functions. Your key focus will be on monitoring real-time performance, analyzing data to identify trends and issues, deriving actionable insights, and driving course correction to optimize our sales and customer support teams.

Real Time Analysis, Workforce Management, MIS analysis, Data Visualization

• MIS & Reporting: Develop and maintain key performance reports and dashboards. Ensure data accuracy for decision-making.
• Workforce Management (WFM): Oversee scheduling, forecasting, and capacity planning to meet operational needs.
• Real-Time Management (RTM): Monitor live contact center activity and agent performance. Identify and address immediate operational challenges.
• Real-Time Monitoring: Continuously track key metrics and agent adherence to schedules. Flag deviations and escalate as needed.
• Data Analysis & Insights: Analyze performance data to identify trends, root causes of issues, and opportunities for improvement.
• Course Correction: Based on real-time observations and data analysis, recommend and implement immediate adjustments and long-term solutions to enhance efficiency and KPIs.
• Collaboration: Work closely with operations managers, team leaders, and other stakeholders to ensure alignment and effective strategy execution.
  
  

Qualifications

• Bachelor's degree in a relevant field.
• Proven experience (typically 2+ years) in contact center operations, directly involved in MIS, WFM, and/or RTM.
• Strong analytical and problem-solving skills.
• Proficiency in data analysis tools (e.g., Excel, Google Sheets, and SQL is a plus) and contact center technology.
• Ability to interpret data, identify trends, and translate findings into actionable steps.
• Excellent communication and collaboration skills.
• Understanding of key contact center metrics and KPIs.
• Ability to work effectively in a fast-paced, real-time environment.