Job Summary:

The MIS Specialist is responsible for managing and analysing data to support decision-making and improve performance across the call centre. This role involves developing and maintaining reports, dashboards, and databases, ensuring data accuracy, and providing actionable insights to management.

Extendable Co-terminus Contract for 2 years.

Role & responsibilities:

- Design, develop, and maintain daily, weekly, and monthly MIS reports and dashboards for call centre performance (e.g., call volumes, agent productivity, SLA adherence, TAT, AHT, FCR, etc.).
- Collect, validate, and interpret data from multiple sources including CRM systems, telephony, and workforce management tools.
- Track KPIs and generate trend analyses to identify areas of improvement and recommend process enhancements.
- Support the operations team with ad-hoc data analysis and reporting needs.
- Ensure data accuracy, consistency, and integrity across all reports and dashboards.
- Automate reports wherever possible using tools such as Excel (advanced), Power BI, SQL, or other relevant platforms.
- Coordinate with IT, Quality,



and Operations teams for system improvements and data integration.
- Maintain documentation for reporting processes, data sources, and dashboard configurations.
- Assist in forecasting and capacity planning using historical data.

Key Skills and Qualifications:

- Graduate & above
- 4 to 7 years of experience in MIS/Data Analysis, preferably in a call centre or BPO workplace.
- Proficiency in MS Excel (pivot tables, VLOOKUP, macros), SQL, Power BI/Tableau.
- Strong analytical and problem-solving skills.
- Experience with call centre systems such as Avaya, Genesys, or other telephony/CRM tools is a plus.
- Attention to detail and strong organizational skills.
- Good communication and presentation skills.

Key Performance Indicators (KPIs):

- Timeliness and accuracy of reports delivered.
- Reduction in manual reporting through automation.
- Quality of insights and recommendations shared with stakeholders.
- Stakeholder satisfaction with MIS support.

📌 MIS Specialist (Call Centre)_NHA_Delhi (New Delhi)
🏢 National Institute for Smart Government (NISG)
📍 New Delhi