- Monitor real-time agent performance, login, breaks, AUX & availability.
- Track SLA, AHT, ASA & Productivity.
- Prepare daily, weekly & monthly MIS reports.
- Maintain Excel reports, dashboards and performance trackers.
- Analyze operational data and highlight performance gaps.
- Coordinate with TLs and Operations Managers for real-time requirements.
Requirements
- Graduate in any discipline.
- MIS/RTA experience, preferably in BPO.
- Strong MS Excel and analytical skills.
- Knowledge of BPO KPIs and reporting.
- Good communication and coordination skills.