Call Centre MIS Executive at Skipper Eye-Q Hospital

Description

• A Call Centre MIS (Management Information System) Executive will be responsible forcollecting, analyzing, and reporting call center performance data, such as SLA compliance, call volumes, and agent productivity.
• They ensure data accuracy, create daily/monthly reports, and use tools like Excel to provide actionable insights for improving operational efficiency.

Key Responsibilities

• Reporting & Analytics: Preparing daily, weekly, and monthly performance reports (e.g., Average Handling Time, Abandonment Rate, Agent Utilization) for management.
• Data Validation: Ensuring the accuracy and integrity of data collected from multiple sources.
• SLA Monitoring: Tracking Service Level Agreements (SLA) to ensure contractual obligations are met.
• Process Automation: Using VBA, Macros, and advanced Excel to automate repetitive reporting tasks.
• Trend Analysis: Analyzing data to identify operational bottlenecks and forecasting call volumes for workforce planning.

Requirements

• Education: A Degree in Computer Science, Statistics, or a related field is often preferred, though not always required.
• Experience: Previous experience as an MIS executive or data analyst, ideally within a BPO/call center environment.
• Technical Skills: Expert knowledge of MS Office (especially Advanced Excel, formulas, PivotTables, and VBA/Macros).
• Analytical Skills: Strong analytical capabilities to interpret complex data and provide insights.
• Communication: Ability to present technical data in a clear format to management.

Key Tools:

• Advanced MS Excel (VBA, Macros).
• Call center CRM software/dialers.
• Data visualization tools (e.g., Power BI, Tableau).