MIS/Senior Executive – Data Analyst
International US Call Centre (Outbound / Inbound)
Mohali (WFO) | US Night Shift | ⏱ Full-Time
Role Overview
We are seeking a MIS Executive / Senior Executive with robust data analysis capabilities to own workforce planning, real-time performance management, and leadership-level MIS for a US Call Center.
This role blends WFM expertise with advanced Excel-driven data analysis , enabling informed decisions on staffing, productivity, cost control, and SLA delivery.
Key Responsibilities
Workforce Management & Real-Time Operations
- Forecast call / lead volumes and plan short & long-term manpower
- Create schedules, rosters, and shrinkage plans for US time zones
- Manage real-time adherence (RTA) and intraday adjustments
- Monitor absenteeism, utilization, OT/VTO, and occupancy
- Support new hire ramp-up and batch productivity tracking

MIS, Reporting & Data Analysis (Core Focus)
- Own Daily / Weekly / Monthly MIS for operations and leadership
- Build advanced Excel-based dashboards and automated reports




- Perform deep-dive data analysis on productivity, SLA, cost, and revenue trends
- Analyse agent, team, and campaign-level performance patterns
- Provide actionable insights and recommendations to Ops leadership
- Ensure data accuracy across dialler, CRM, attendance, and HR systems
- Support incentive modelling and performance improvement initiatives

Stakeholder Collaboration
- Partner with Operations, QA, Training, HR, and Leadership
- Support hiring plans, attrition analysis, and capacity decisions
- Participate in internal and client performance reviews as required

Key Metrics Owned
- Forecast Accuracy & Schedule Adherence
- Shrinkage, Utilization & Occupancy
- SLA / Productivity Achievement
- MIS Accuracy, Timeliness & Insight Quality

Mandatory Requirements
- 4–6 years’ experience in WFM / MIS / Operations Analytics in an International Call Centre
- Strong exposure to US night shift operations
- Advanced MS Excel skills (Pivot Ta

📌 MIS/Senior Executive (Sahibzada Ajit Singh Nagar)
🏢 SKYSUN
📍 Sahibzada Ajit Singh Nagar