Description

- Develop, maintain, and distribute daily, weekly, and monthly reports on call center performance metrics, including call volume, average handle time, service levels and customer satisfaction
- Create and manage dashboards to provide real-time visibility into call center performance
- Ensure data accuracy and consistency across all reporting platforms
- Analyze call center data to identify trends, patterns, and areas for improvement
- Provide actionable insights and recommendations to management based on data analysis
- Track and report on key performance indicators (KPIs) and service level agreements (SLAs)
- Troubleshoot and resolve any issues related to MIS tools and data reporting
- Assist in workforce planning by analyzing historical data and forecasting future call volumes
- Support strategic initiatives by providing data-driven insights and recommendations
- Work closely with call center management, operations, and training teams to align reporting with operational needs
- Communicate findings and insights effectively to stakeholders through presentations and reports
- Ensure that all reports and data management practices comply with company policies and industry regulations
- Maintain thorough documentation of data sources, reporting processes, and system configurations

Responsibilities

- Develop, maintain, and distribute daily, weekly, and monthly reports on call center performance metrics, including call volume,



average handle time, service levels and customer satisfaction
- Create and manage dashboards to provide real-time visibility into call center performance
- Ensure data accuracy and consistency across all reporting platforms
- Analyze call center data to identify trends, patterns, and areas for improvement
- Provide actionable insights and recommendations to management based on data analysis
- Track and report on key performance indicators (KPIs) and service level agreements (SLAs)
- Troubleshoot and resolve any issues related to MIS tools and data reporting
- Assist in workforce planning by analyzing historical data and forecasting future call volumes
- Support strategic initiatives by providing data-driven insights and recommendations
- Work closely with call center management, operations, and training teams to align reporting with operational needs
- Communicate findings and insights effectively to stakeholders through presentations and reports
- Ensure that all reports and data management practices comply with company policies and industry regulations
- Maintain thorough documentation of data sources, reporting processes, and system configurations

Qualifications

Robust Excel skills. Ability to scrub, dissect and shape data, create customized reports, Knowledge of Power BI / SQL and Python will added advantage

Power BI must

Any Graduate

📌 Lam Eb - Wfm & Mis (Noida)
🏢 EXL
📍 Noida