MIS Executive- Associate/Sr Associate- MHD

Responsible to operate a MIS and Reporting team that will support the data and information requirements of Operations across multiple sites and geographies. You need to manage reporting/ MIS resources that will be located out of multiple locations. You will be expected to constantly challenge the current level of reports delivery and bring in innovations in reporting to generate insights using the latest tools and technologies available. Provide leadership and guidance to your team members and continue to identify and recruit talent to build a robust team. Lead transformation initiatives in the Reporting and MIS domain. Present point of view on operational metrics (performance and productivity) based on reports and dashboards being generated.

Desired Skills:

• Knowledge of Contact Centre methodologies and operational principles
• 1-2+ years of experience performing Planning functions (MIS Reports, data analysis, capacity planning, forecasting, scheduling, real-time management, erlang model, multiple MIS reports) in a multi-site contact center environment- preferred
• Excellent interpersonal and written communication skills
• Ability to provide leadership, direction, motivation, development opportunities, and build high performing teams.
• Strong quantitative and analytical skills - Able to analyze data and draw insights.
• Must be proficient with advance Excel, can organize/analyze, import/export data in a structured manner
• Strong working knowledge of Windows based programs (Word, PowerPoint, Access, etc.
• Innovative and able to influence.
• Own end-to-end reporting and MIS delivery for multiple projects. Be responsible for ensuring the timeliness and accuracy of all reports.
• Lead meetings and develop agenda for Ops and Support functions to review performance and productivity.
• Provide clarity and instructions to your team on the expectation for each report and dashboard. Build redundancies for effective delivery.
• Follow a structured road map to develop the team and get them ready to scale up as the new automated reporting process are set up and executed.
• Link process metrics, performance metrics and set up benchmarks for comparable projects and processes.