- Prepare and circulate daily, weekly, and monthly MIS reports for the Dialer Team.
- Track key dialer and calling metrics such as connect rate, attempts, answer rate, talk time, occupancy, productivity, and agent performance.
- Monitor real-time and historical calling data to identify gaps, trends, and performance issues.
- Maintain daily trackers and dashboards for agent, campaign, and team-level performance.
- Validate and reconcile data across dialer systems and internal reports.
- Identify data discrepancies and coordinate with relevant teams for resolution.
- Prepare ad-hoc reports and analysis as required by the Dialer/Operations leadership.
- Support the team in generating actionable insights from calling and productivity data.
- Maintain accurate records and documentation of reports, trackers,
and data sources.
- Assist in improving and automating repetitive reporting processes.
- Coordinate with Operations, Dialer, and other stakeholders to ensure timely availability of required data.
Key Skills
- Strong knowledge of MS Excel Pivot Tables, VLOOKUP/XLOOKUP, SUMIFS, COUNTIFS, IF, and basic data analysis.
- Understanding of MIS reporting and data management.
- Basic knowledge of Power BI, SQL, or dashboarding tools is an advantage.
- Good analytical and numerical skills.
- Strong attention to detail and accuracy.
- Ability to work with large volumes of data.
- Positive communication and coordination skills.
- Ability to work under tight deadlines and manage multiple reporting requirements.