LAM EB - WFM & MIS

EXL; Dadri; On-site; INR 600,000 - 900,000; Full time

Job summary

EXL is seeking a skilled MIS/BI analyst in India to develop and distribute dashboards and reports on call center performance, including call volume, AHT, service levels, and CSAT. You will ensure data accuracy and provide actionable insights to management.

You will collaborate with operations, training, and management to align reporting with operational needs, maintain documentation, and ensure compliance with company policies.

Responsibilities

• Develop, maintain, and distribute daily, weekly, and monthly reports on call center performance metrics, including call volume, average handle time, service levels and customer satisfaction
• Create and manage dashboards to provide real-time visibility into call center performance
• Ensure data accuracy and consistency across all reporting platforms
• Analyze call center data to identify trends, patterns, and areas for improvement
• Provide actionable insights and recommendations to management based on data analysis
• Track and report on key performance indicators (KPIs) and service level agreements (SLAs)
• Troubleshoot and resolve any issues related to MIS tools and data reporting
• Assist in workforce planning by analyzing historical data and forecasting future call volumes
• Support strategic initiatives by providing data-driven insights and recommendations
• Work closely with call center management, operations, and training teams to align reporting with operational needs
• Communicate findings and insights effectively to stakeholders through presentations and reports
• Ensure that all reports and data management practices comply with company policies and industry regulations
• Maintain thorough documentation of data sources, reporting processes, and system configurations

Job description

• Develop, maintain, and distribute daily, weekly, and monthly reports on call center performance metrics, including call volume, average handle time, service levels and customer satisfaction
• Create and manage dashboards to provide real-time visibility into call center performance
• Ensure data accuracy and consistency across all reporting platforms
• Analyze call center data to identify trends, patterns, and areas for improvement
• Provide actionable insights and recommendations to management based on data analysis
• Track and report on key performance indicators (KPIs) and service level agreements (SLAs)
• Troubleshoot and resolve any issues related to MIS tools and data reporting
• Assist in workforce planning by analyzing historical data and forecasting future call volumes
• Support strategic initiatives by providing data-driven insights and recommendations
• Work closely with call center management, operations, and training teams to align reporting with operational needs
• Communicate findings and insights effectively to stakeholders through presentations and reports
• Ensure that all reports and data management practices comply with company policies and industry regulations
• Maintain thorough documentation of data sources, reporting processes, and system configurations