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 environment.
Proficiency in MS Excel (pivot tables, VLOOKUP, macros), SQL, Power BI/Tableau.
Solid 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 robust organizational skills.
Valuable 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