MIS Executive / MIS Analyst - BPO

Experience: Minimum 1 Year

Industry: BPO / Contact Center

Department: MIS / WFM

Employment Type: Full-Time

Shift: Rotational / Day Shift as per business requirement

Job Summary

Key Responsibilities

Prepare and maintain daily, weekly and monthly MIS reports.

Collect, validate and consolidate data from multiple sources.

Prepare daily performance dashboards and management reports.

Track and report key BPO metrics such as:
AHT

Service Level

Productivity

Occupancy

Attendance

Shrinkage

Attrition

Adherence

Volume

Sales/Conversion, wherever applicable

Prepare agent, team and process-level performance reports.

Maintain trackers and ensure data accuracy and timely report submission.

Analyze performance trends and highlight gaps, deviations and key observations.

Share daily reports with Operations, WFM and management teams.

Automate and improve existing reports wherever possible.

Create and maintain Excel dashboards, trackers and performance sheets.

Perform data validation and reconciliation to identify discrepancies.





Handle ad-hoc reporting requirements from Operations and management.

Maintain proper documentation and reporting formats.

Work closely with Operations, WFM and HR to collect and validate required data.

Ensure all reports are delivered within defined timelines.

Must-Have Skills

Minimum 1 year of experience in MIS/Reporting, preferably in a BPO/Contact Center.

Advanced MS Excel knowledge.

Strong knowledge of:
VLOOKUP / XLOOKUP

INDEX-MATCH

Pivot Tables

Pivot Charts

IF / SUMIF / COUNTIF

Conditional Formatting

Data Validation

Text & Date Functions

Excel Dashboards

Good understanding of BPO performance metrics and operations.

Strong data analysis and problem-solving skills.

Excellent attention to detail and accuracy.

Positive communication and stakeholder-management skills.

Ability to handle large volumes of data and meet strict reporting deadlines.

Preferred Skills

Knowledge of Power BI wi

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