Role & responsibilities
Prepare and publish daily, weekly, monthly, and ad-hoc MIS reports for contact center operations.
Manage reporting across all customer service channels, including:
Voice
Email
Chat
Escalations
Social Media
Outbound Operations
Develop, monitor, and report key operational metrics including:
Service Levels (SLA)
Productivity
Utilization
Quality Scores
Attendance & Adherence
CSAT and Operational KPIs
Design and maintain interactive dashboards using Power BI.
Automate reporting processes using Python, Power Automate, and other Microsoft technologies.
Create enterprise reports and analytical dashboards using MicroStrategy (Micros).
Collaborate closely with Operations, WFM, HR, QA, and Leadership teams to provide actionable business insights.
Support forecasting, capacity planning, shrinkage analysis, and workforce performance tracking.
Share performance reports and KPI scorecards with management, HR teams, and stakeholders.
Maintain data accuracy,consistency, and governance standards across all reports.
Provide data support for incentives, appraisals, manpower planning, audits,



and compliance requirements.
Develop AI-driven reporting solutions using Microsoft Copilot, Copilot Agents, and automation tools.
Work in roster-based shifts, including weekends and public holidays, as business requirements demand.

Technical Skills
Solid working knowledge of Python for reporting automation and data analysis.
Hands-on experience with Power BI, including:
Dashboard Development
Data Modelling
DAX
Data Visualization
Experience with MicroStrategy (Micros) reporting and analytics.
Advanced proficiency in Microsoft 365, particularly:
Excel
SharePoint
Teams
OneDrive
Advanced Excel skills including:
Pivot Tables
Power Query
Complex Formulas
Data Analysis Functions
Experience with:
Power Automate
Power Apps
Microsoft Copilot
AI-driven workflow automation

Automation & AI
Ability to create and manage Copilot AI Agents.
Experience in automating operational and management reports using Power Platform solutions.

📌 Mis Executive Thane
🏢 Kotak Securities (KSL)
📍 Thane