Associate- MIS Analyst

Job Description – MIS Analyst (Customer Support Operations)

Role Overview

We are seeking a detail-oriented and proactive MIS Analyst to support our Customer Support Operations team. This role is critical in driving operational excellence by managing data, preparing insightful reports, and enabling data-driven decision-making. The ideal candidate should have strong analytical skills, technical expertise in reporting tools, and good understanding of contact center operations.

Key Responsibilities

• Collect, validate, and analyze operational and customer support data to ensure accuracy and reliability.
• Design, maintain, and publish daily, weekly, and monthly MIS reports & dashboards for leadership and team review.
• Monitor and track key performance metrics (SLA, AHT, FCR, CSAT, ticket backlog, resolution %, shrinkage, adherence, absenteeism, agent productivity).
• Automate recurring reports, develop macros, and optimize data processes to reduce manual efforts and improve accuracy.
• Partner with Operations Managers and Process Excellence teams to identify performance gaps and recommend actionable improvements.
• Prepare ad-hoc reports, variance analysis, and business review presentations for decision-making and audits.
• Ensure strict compliance with data accuracy, governance, and timely delivery standards.
• Monitor dialer operations (call routing, queue performance, campaign analysis) and integrate insights into MIS dashboards.
• Collaborate with cross-functional teams (Training, Quality, WFM, Product, Technology) to drive process improvements.
• Create root cause analysis (RCA) reports for escalations, SLA breaches, or anomalies.
• Build business intelligence dashboards (Excel, Power BI, Tableau, etc.) for better visualization and insights.
• Document MIS processes, SOPs, and reporting workflows for consistency and knowledge management.
• Conduct trend analysis and forecasting to support workforce planning, volume projections, and business strategy.

Skills & Qualifications

• Graduate from any stream (preferably with strong aptitude in data and analytics).
• Advanced expertise in MS Excel (Pivot Tables, Power Query, Advanced Formulas, Dashboards, Macros).
• Working knowledge of SQL for data querying; familiarity with Power BI/Tableau preferred.
• Understanding of CRM systems, dialer operations, and customer support workflows.
• Strong analytical, problem-solving, and logical reasoning skills.
• Knowledge of contact center KPIs and reporting standards.
• Excellent communication skills to present insights effectively.
• Ability to manage large datasets accurately under tight timelines.

Preferred Experience

• Prior experience in MIS Reporting, Business Analysis, or Customer Support Operations analytics.
• Exposure to contact center operations, CRM workflows, and dialer management.
• Experience in automation, process optimization, and business intelligence reporting.