Customer Services - Unit Manager - Mis & Billing Management- West

Kotak Securities Limited; Thane; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Darwinbox Digital Solutions Pvt. Ltd. in Thane seeks a Senior Manager – MIS & Billing Management to lead contact centre reporting, analytics, budgeting, and governance, driving data-driven decisions and automation initiatives.

You will build dashboards in Power BI and MicroStrategy, oversee end-to-end billing processes, collaborate across functions, and mentor a high-performing MIS team to deliver accurate, timely insights.

Qualifications

• Experience leading MIS, reporting, and BI in contact centers.
• Strong data governance and financial budgeting background.
• Proficiency in Python for automation and data analytics.

Responsibilities

• Lead the Contact Centre MIS team and ensure timely delivery of accurate Daily, Weekly, Monthly, Quarterly, and Annual reports.
• Manage reporting and analytics across Voice, Email, Chat, Escalations, Social Media, and Outbound Operations.
• Develop standardized reporting frameworks and ensure governance of all operational reports.
• Analyze contact centre performance trends and provide actionable insights to improve productivity and CSAT.
• Monitor and report key operational metrics including SLA, AHT, Productivity, and Quality Scores.
• Implement automation for reporting processes and BI workflows to enhance efficiency.

Skills

MIS & Reporting

Python for automation

SQL

Power BI

Power Apps/Automate

MicroStrategy

Excel advanced

Workforce Management

Budgeting & Billing

Data governance

Tools

Power BI

MicroStrategy

Power Apps

Power Automate

Python

SQL

Excel (Power Query/Pivot)

Job description

Full Time

Job Description

The SeniorManager – MIS & Billing Management will be responsible for leading ContactCentre MIS, Reporting, Analytics, Workforce Management Analytics, BillingGovernance, Budgeting, Automation, and Business Intelligence functions. Therole will support business decisions through data-driven insights, financialgovernance, operational excellence, automation, and digital transformationinitiatives.

KeyResponsibilities

• Lead the Contact Centre MISteam and ensure timely delivery of accurate Daily, Weekly, Monthly,Quarterly, and Annual management reports.
• Manage reporting and analyticsacross Voice, Email, Chat, Escalations, Social Media, and OutboundOperations.
• Develop standardized reportingframeworks and ensure consistency, accuracy, and governance of alloperational reports.
• Analyze Contact Centreperformance trends and provide actionable insights to improveproductivity, service levels, quality, utilization, and customerexperience.
• Monitor and report keyoperational metrics including SLA, AHT, Productivity, Utilization,Occupancy, Attendance, Adherence, Quality Scores, CSAT, Abandonment Rate,and other business KPIs.
• Perform root cause analysis onoperational performance gaps and recommend corrective actions to improvebusiness outcomes.
• Manage end-to-end partnerbilling activities including invoice validation, reconciliation, auditchecks, approvals, and commercial governance.
• Ensure compliance with vendorcontracts, commercial agreements, billing terms, and service levelcommitments.
• Monitor billing accuracy,identify revenue leakage, and implement controls to strengthen financialgovernance.
• Prepare and manage ContactCentre budgets, financial forecasts, variance analysis, and costoptimization initiatives.
• Build and maintain strongrelationships with outsourcing partners, service providers, and vendorswhile driving operational performance improvements.
• Collaborate with WorkforceManagement teams on forecasting, capacity planning, rostering, shrinkageanalysis, manpower planning, and workforce optimization.
• Track forecasting accuracy,workforce productivity, staffing efficiency, and performance utilizationacross all functions.
• Design, develop, and maintaininteractive Power BI dashboards for operational monitoring and managementreviews.
• Create executive dashboards,scorecards, and self-service reporting solutions to support strategicdecision-making.
• Develop enterprise reports andanalytical dashboards using MicroStrategy (Micros).
• Ensure consistency and accuracyof data across Power BI, MicroStrategy, and other reporting platforms.
• Automate reporting processesand business workflows using Python, Power Apps, Power Automate, SQL, andMicrosoft technologies.
• Develop automated solutions forreport generation, data validation, reconciliation, alerts, andoperational monitoring.
• Identify automationopportunities to reduce manual effort, improve accuracy, and enhanceoperational efficiency.
• Implement AI-enabled reportingand business intelligence solutions using Microsoft Copilot, CopilotAgents, and related automation technologies.
• Collaborate with Operations,HR, Quality, Finance, WFM, Technology, and Leadership teams to providemeaningful business insights and support decision-making.
• Support incentive calculations,appraisals, manpower planning, audits, compliance reviews, and managementreporting requirements.
• Maintain high standards of datagovernance, data quality, reporting accuracy, and information securityacross all reporting systems.
• Lead, mentor, and develop ahigh-performing MIS and Analytics team while driving a culture ofinnovation, accountability, and continuous improvement.
• Manage workload planning,resource allocation, employee development, and succession planning withinthe MIS function.
• Stay updated with emergingtechnologies, reporting tools, AI capabilities, and analytics trends tocontinuously enhance business reporting and automation capabilities.

TechnicalSkills Required

• Strong experience in ContactCentre MIS, Reporting, Analytics, and Business Intelligence.
• Hands-on expertise in Pythonfor automation, reporting, and data analytics.
• Advanced SQL and databasemanagement skills.
• Strong experience in Power BIdashboard development and data visualization.
• Hands-on experience with PowerApps and Power Automate for workflow automation.
• Experience in MicroStrategy(Micros) reporting and dashboard development.
• Advanced Microsoft Excel skillsincluding Power Query, Power Pivot, VBA, and analytical modelling.
• Strong understanding ofWorkforce Management including forecasting, rostering, scheduling,shrinkage, staffing models, and capacity planning.
• Good understanding of ContactCentre Operations, Service Levels, Productivity Management, and WorkforceAnalytics.
• Experience in budgeting,financial planning, billing management, invoice validation, and partnergovernance.
• Exposure to Microsoft Copilot,AI-powered automation, and digital transformation initiatives will bepreferred.