Job Description: MIS/RTM Team Leader

Position: MIS/RTM Team Leader
Location: Vashi, Navi Mumbai
Department: Operations
Reports to: Deputy Vice President – Operations (Global BPS)

Job Summary:

We are seeking a highly skilled and motivated MIS/RTM Team Leader to join our team. The ideal candidate will have a minimum of 2 years of experience in Management Information Systems (MIS) and Real-Time Monitoring (RTM) within an inbound BPO environment. This role requires expertise in reporting, real-time monitoring, billing, and invoicing. As an MIS/RTM Team Leader, you will oversee a team responsible for ensuring accurate and timely reporting, monitoring operational performance, and managing billing and invoicing processes.

Key Responsibilities:

- Team Management: Lead and manage the MIS/RTM team, providing guidance, support, and training to team members. Foster a collaborative and high-performance work environment.
- Reporting: Develop and maintain comprehensive reporting systems to track key performance indicators (KPIs) and operational metrics. Generate regular and ad-hoc reports for internal and external stakeholders.
- Real-Time Monitoring: Oversee real-time monitoring activities to ensure adherence to service level agreements (SLAs) and operational standards. Implement corrective actions as needed to address performance issues.
- Billing and Invoicing: Manage the billing and invoicing processes, ensuring accuracy and timeliness. Coordinate with finance and accounts teams to resolve any discrepancies and ensure proper documentation.
- Data Analysis: Analyze operational data to identify trends, insights,



and areas for improvement. Utilize data-driven approaches to enhance operational efficiency and effectiveness.
- Process Improvement: Continuously evaluate and improve MIS/RTM processes and systems. Implement best practices and creative solutions to enhance reporting and monitoring capabilities.
- Collaboration: Work closely with other departments, including Operations, Quality, and IT, to ensure seamless integration of MIS/RTM functions with overall business operations.
- Compliance: Ensure compliance with company policies, procedures, and regulatory requirements related to reporting, monitoring, and billing.

Qualifications:

- Experience: Minimum of 2 years of experience in MIS or RTM roles within an inbound BPO environment.
- Technical Skills: Proficiency in reporting tools and software (e.g., Excel, SQL, BI tools). Strong understanding of real-time monitoring systems and billing/invoicing procedures.
- Analytical Skills: Excellent analytical and problem-solving skills with the ability to interpret complex data and make informed decisions.
- Leadership: Proven leadership abilities with experience in managing and developing a team. Strong interpersonal and communication skills.
- Attention to Detail: High attention to detail and accuracy in reporting and billing processes.
- Education: Bachelor’s degree in Business Administration, Information Systems, or a related field. Relevant certifications are a plus.

Preferred Skills:

- Experience with advanced reporting and analytics tools.
- Knowledge of industry-specific billing and invoicing practices.

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