Reporting / MIS Analyst (Contact Centre)

Job Summary

We are seeking a detail-oriented and analytical Reporting / MIS Analyst to support Contact Center operations through accurate reporting, dashboard development, and performance analysis. The successful candidate will be responsible for generating operational reports, monitoring key performance indicators (KPIs), analyzing trends, and providing actionable insights to improve operational efficiency and customer experience.

Key Responsibilities * Prepare and distribute daily, weekly, monthly, and ad-hoc reports for Contact Center operations. * Develop, maintain, and automate operational dashboards and MIS reports. * Analyze Contact Center performance metrics and provide recommendations for performance improvement. * Monitor and report on key KPIs, including Service Level, AHT, Occupancy, Adherence, Shrinkage, Abandonment Rate, FCR, CSAT, and Productivity. * Extract, validate, and analyze data from multiple systems and databases. * Ensure data accuracy, consistency, and integrity across all reports. * Identify trends, patterns, and business insights through data analysis. * Collaborate with Operations, Workforce Management, Quality Assurance, and Training teams to support reporting requirements. * Support management with data-driven decision-making and performance reviews. * Create executive-level reports and presentations for senior stakeholders. * Automate manual reporting processes to improve efficiency and reduce reporting turnaround time. * Maintain reporting documentation and standard operating procedures.

Qualification

Education

• Bachelor's Degree in Business Administration, Statistics, Mathematics, Information Systems, Computer Science, or a related field.

Experience

• 3–5 years of experience as a Reporting Analyst, MIS Analyst, Data Analyst, or similar role within a Contact Center/Call Center environment.
• Experience in operational reporting, KPI analysis, and dashboard development.

Technical Skills

• Advanced Microsoft Excel (Pivot Tables, XLOOKUP/VLOOKUP, Power Query, Power Pivot, Macros).
• Experience with Power BI, Tableau, or other Business Intelligence tools.
• Working knowledge of SQL for data extraction and reporting.
• Strong data analysis and data visualization skills.
• Experience with Contact Center platforms such as Genesys, NICE, Verint, Avaya, Cisco, or similar systems.
• Report automation and dashboard development experience.