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