Job Description:

-
- Job Title: MIS Executive L2
- City: Jaipur
- State/Province: Rajasthan
- Posting Start Date: 1/27/26
- Generate and maintain agent schedules to maximize resource efficiency.- Conduct scheduling analyses and recommend staffing adjustments.- Create and manage new hire schedules and department shift bids.- Maintain monthly workbooks with call statistics and forecasts.- Maintain and update IEX (or similar WFM tool) database: agents, skills, queues, contact types, and entity sets.- Manage outbound dialer campaigns across carriers.- Maintain proprietary databases (e.g., attendance records, carrier workbooks, NIM database).- Build and maintain WFM and Operations SharePoint sites.- Analyse trends and identify opportunities and recommend efficiencies and implement changes.- Maintain Standard Operating Procedures (SOPs)



and process documentation.- Identify automation opportunities and recurring system issues.- Recommend and implement process improvements to enhance productivity and customer satisfaction.- Adhoc Responsibilities as assigned- 3-5 years of experience in Workforce Management within a call centre environment.- Proficiency in WFM tools (IEX & Verint)- Robust analytical and problem-solving skills; ability to interpret complex data and identify trends.- Advanced Excel skills and mathematical proficiency.- Excellent verbal and written communication skills.- Ability to work flexible hours, including weekends if required.- Strong organizational and time management skills.- Proficiency in reporting and visualization tools like Power BI or Tableau for advanced analytics.- Experience in schedule efficiency analysis including coverage %, overtime control, and schedule fit %.- Understanding of forecast accuracy and its impact on scheduling.- Ensure schedules comply with labour laws, break compliance, and company policies.- Maintain audit-ready documentation for scheduling changes and approvals.- Ability to run scenario planning and what-if simulations f

📌 Mis Executive (Jaipur)
🏢 Wipro
📍 Jaipur