MIS Specialist - Contact Centre

About the role

The MIS Specialist works on site in the Contact Centre department and is responsible for operational reporting, data analysis, performance monitoring and management insights. The role ensures accurate, timely data is available to monitor performance, spot trends and gaps, support staffing decisions and improve customer experience and centre efficiency across Inbound Calls, Live Chat, Email and social media.

Key responsibilities

• Prepare daily, weekly, monthly and ad-hoc operational reports, consolidate and reconcile data from multiple systems, and track KPIs such as FCR, CSAT, NPS, AHT, Service Level and Productivity.
• Analyse performance by channel, team, agent and issue type, investigate anomalies through root cause analysis, and give Team Leads and Managers insights for coaching, performance management and incentive calculations.
• Build and maintain dashboards for executives, turn data into management insights, prepare reports and presentations for stakeholders, and support business cases, budgeting and capacity planning.
• Collaborate with internal teams, turn stakeholder needs into reporting solutions, and support new products, channels or systems with impact assessments and workforce forecasts.
• Forecast demand, build staffing plans, shift schedules and capacity models, and track occupancy, utilization, shrinkage, absenteeism, attrition and schedule adherence.

Required profile

• 3-5 years of experience in Contact Centre Analytics, Workforce Management, Operations Analytics or Business Intelligence.
• Experience in a high-volume contact centre and with multiple channels such as Voice, Email, Live Chat and social media.
• Experience in fintech, banking, telecommunications, e-commerce or another customer-focused industry is an advantage.

Required skills

• Advanced Excel (Pivot Tables, XLOOKUP, Power Query) and Power BI or equivalent dashboard tools.
• Contact Centre, CRM, telephony or Workforce Management system experience.
• Solid understanding of contact centre operations, workforce metrics, KPIs and forecasting methods.