Role & responsibilities

- Lead the Contact Centre MIS team and ensure timely delivery of accurate Daily, Weekly, Monthly, Quarterly, and Annual management reports.
- Manage reporting and analytics across Voice, Email, Chat, Escalations, Social Media, and Outbound Operations.
- Develop standardized reporting frameworks and ensure consistency, accuracy, and governance of all operational reports.
- Analyze Contact Centre performance trends and provide actionable insights to improve productivity, service levels, quality, utilization, and customer experience.
- Monitor and report key operational metrics including SLA, AHT, Productivity, Utilization, Occupancy, Attendance, Adherence, Quality Scores, CSAT, Abandonment Rate, and other business KPIs.
- Perform root cause analysis on operational performance gaps and recommend corrective actions to improve business outcomes.
- Manage end-to-end partner billing activities including invoice validation, reconciliation, audit checks, approvals, and commercial governance.
- Ensure compliance with vendor contracts, commercial agreements, billing terms, and service level commitments.
- Monitor billing accuracy, identify revenue leakage, and implement controls to strengthen financial governance.
- Prepare and manage Contact Centre budgets, financial forecasts, variance analysis, and cost optimization initiatives.
- Collaborate with Workforce Management teams on forecasting, capacity planning, rostering, shrinkage analysis, manpower planning, and workforce optimization.
- Track forecasting accuracy, workforce productivity, staffing efficiency, and performance utilization across all functions.




- Develop automated solutions for report generation, data validation, reconciliation, alerts, and operational monitoring.
- Collaborate with Operations, HR, Quality, Finance, WFM, Technology, and Leadership teams to provide meaningful business insights and support decision-making.
- Support incentive calculations, appraisals, manpower planning, audits, compliance reviews, and management reporting requirements.
- Maintain high standards of data governance, data quality, reporting accuracy, and information security across all reporting systems.
- Lead, mentor, and develop a high-performing MIS and Analytics team while driving a culture of innovation, accountability, and continuous improvement.
- Manage workload planning, resource allocation, employee development, and succession planning within the MIS function.

Preferred candidate profile

- 8-10 years of experience in Contact Centre MIS, Analytics, Workforce Management, Reporting, Billing, or Business Intelligence functions.
- Proven experience managing MIS teams and supporting large-scale Contact Centre operations.
- Solid exposure to partner management, vendor billing, budgeting, and financial governance.
- Demonstrated success in reporting automation, dashboard development, and digital transformation initiatives.
- Excellent analytical, stakeholder management, communication, presentation, and leadership skills.
- Willingness to work in a roster-based environment, including weekends and public holidays, based on business requirements.

Interested Candidates Please share your CV on [email protected]

📌 Senior Manager - MIS & Billing Management (Thane)
🏢 Kotak Securities (KSL)
📍 Thane