Call Center MIS Executive

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Job Summary

We are looking for a highly analytical and performance-driven Marketing Backend Manager with strong experience in Call Center / Contact Center Operations and MIS Reporting. The ideal candidate will be responsible for managing marketing and telecalling performance dashboards, tracking team productivity, preparing management presentations, and driving operational efficiency through data-driven insights.

Key Responsibilities

• Prepare and maintain daily, weekly, and monthly MIS reports, dashboards, and performance trackers.
• Monitor and analyze field marketing and telecalling team productivity against business targets.
• Track lead generation, lead allocation, conversion ratios, and funnel performance.
• Prepare business review presentations (PPTs) for senior management.
• Analyze sales and marketing data to identify gaps, trends, and improvement opportunities.
• Drive performance reviews and coordinate with business teams to improve output.
• Monitor call center/contact center KPIs including productivity, conversion, TAT, attendance, and quality metrics.
• Ensure data accuracy, timely reporting, and actionable insights for decision-making.
• Coordinate with Sales, Credit, Operations, and other internal stakeholders for lead-to-disbursement tracking.
• Support management with ad-hoc reports, business analytics, and strategic initiatives.

Desired Candidate Profile

• Graduate in any discipline.
• 4-8 years of experience in Call Center Operations, Contact Center Management, Sales MIS, Marketing MIS, or Business Operations.
• Strong command over MS Excel (Pivot Tables, VLOOKUP/XLOOKUP, Dashboards, Advanced Reporting).
• Good knowledge of PowerPoint and management presentation preparation.
• Experience in handling team performance monitoring and operational reporting.
• Strong analytical, coordination, stakeholder management, and problem-solving skills.
• Experience from Banking, NBFC, Insurance, FinTech, BPO, Contact Center, or Financial Services companies preferred.