Senior Manager MIS- Thane

Aditya Birla Group


Date: 3 weeks ago
City: Thāne, Maharashtra
Contract type: Full time
Key Result Areas

Supporting Actions

Data Collection And Analysis

  • Gather and compile data from various call centre systems and sources related to outbound calls.
  • Analyze outbound call centre performance metrics, including call volumes, call success rates, conversion rates, and agent productivity.
  • Identify trends, patterns, and insights from the data to improve outbound call centre operations and customer outreach strategies.

MIS Reporting

  • Develop and maintain daily, weekly, and monthly MIS reports to provide performance insights to management and other stakeholders.
  • Create dashboards and data visualizations to present key performance indicators (KPIs) and performance trends effectively.
  • Generate ad-hoc reports as required to address specific business needs or performance concerns.

Database Management

  • Maintain and update the call centre’s databases related to outbound calls, customer details, and campaign outcomes.
  • Ensure data accuracy, integrity, and security in the call centre databases.
  • Implement data quality checks and regular data audits to identify and resolve discrepancies.

Process Improvement & Performance Evaluation

  • Monitor and evaluate the effectiveness of outbound call center campaigns and strategies.
  • Assess agent performance and track key metrics to provide feedback to call center managers and optimize performance.
  • Propose data-driven solutions to enhance outbound call center efficiency and customer outreach effectiveness.
  • Implement performance improvement initiatives and track their impact on call center KPIs.

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