Senior Executive - MIS

Job highlights

• Qualifications: . Bachelors degree in a relevant field
• Proven experience (typically 2+ years) in contact center operations,directly involved in MIS,WFM,and / or RTM

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.

• 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.