MIS Specialist – Contact Centre Analytics

About the role

The MIS Specialist will drive operational reporting, data analysis and performance monitoring for a high‑volume Contact Centre covering inbound calls, live chat, email and social media. You will ensure accurate, timely data is available to support staffing decisions, improve customer experience and boost overall efficiency.

Key responsibilities

• Prepare and deliver daily, weekly, monthly and ad‑hoc operational reports, consolidating data from multiple systems into a single source of truth.
• Monitor KPIs such as FCR, CSAT, NPS, AHT, Service Level and Productivity, and automate recurring reports to reduce manual effort.
• Analyse performance by channel, team, agent and issue type, conduct root‑cause analysis of anomalies and provide actionable insights to managers.
• Develop and maintain executive dashboards in Power BI, translate operational data into strategic insights and support budgeting, capacity planning and business cases.
• Collaborate with cross‑functional teams to gather requirements, validate data and drive improvements to reporting processes.
• Forecast contact‑centre demand, create staffing plans, shift schedules and capacity models, and track workforce metrics such as occupancy, utilization and attrition.

Required profile

• 3‑5 years of experience in Contact Centre analytics, workforce management or business intelligence.
• Hands‑on experience in high‑volume contact‑centre environments supporting voice, email, chat and social media channels.
• Strong understanding of contact‑centre operations, workforce metrics, KPIs and forecasting methodologies.

Required skills

• Advanced Microsoft Excel (Pivot Tables, XLOOKUP, Power Query).
• Proficiency with Power BI or equivalent dashboarding tools.
• Experience with Contact Centre, CRM, telephony or Workforce Management systems.