Designation: Team Leader - MIS - Contact Center

Working days: 6 days

Location: Turbhe & Belapur

Job Description: We are looking for a highly analytical and detail-oriented Team Leader - MIS to manage and drive MIS, workforce analytics, and operational reporting for Contact Center Operations. The role will be responsible for delivering actionable business insights, workforce planning, performance tracking, dashboard management, and automation of operational reports across customer service and sales contact center functions.

Key Responsibilities

MIS Reporting & Analytics
Generate daily, weekly, monthly, and ad-hoc MIS reports.
Track key contact center metrics such as:
Service Level (SL)
Average Handling Time (AHT)
Average Speed of Answer (ASA)
Call Abandon Rate
Occupancy & Utilization
Adherence & Shrinkage
Productivity & Conversion Metrics
Analyze operational trends and provide actionable insights to improve efficiency and performance.

Workforce Management & Forecasting
Forecast call volumes and manpower requirements.
Monitor agent adherence, absenteeism, shrinkage, and utilization.
Support roster planning and workforce optimization.

Dashboard & Automation




Design and maintain operational dashboards and trackers.
Automate reports using Advanced Excel, VBA, Power Query, and BI tools.
Ensure data accuracy and timely reporting.

Performance Tracking
Monitor agent and team-level KPIs across Customer Service, Sales, and Collections.
Identify performance gaps and support operational improvement initiatives.

Stakeholder Coordination
Work closely with Operations, Quality, Training, and HR teams for reporting and analysis.
Support management reviews with accurate operational data and presentations.

Required Skills
Solid knowledge of Contact Center metrics and reporting.
Advanced Excel skills (Pivot Tables, Formulas, Dashboards, VBA/Macros).
Experience in Power BI/Tableau and workforce analytics preferred.
Robust analytical, problem-solving, and communication skills.
High accuracy and attention to detail.

Qualification & Experience
Graduate
4 to 8 years of experience in MIS/Workforce Management within Contact Center Operations.
Experience in Customer Service, Sales, or Collections processes preferred.

📌 Team Leader Mis Maharashtra
🏢 Kissht
📍 Maharashtra