Assistant Manager - WFM MIS

EXL Service Philippines, Inc.; Pasay; On-site; PHP 480,000 - 700,000; Full time

Job summary

EXL Service Philippines, Inc. seeks an MIS Resource to manage and analyze data from call center operations. You will generate and maintain reports, create dashboards, and provide insights to improve operational efficiency.

The ideal candidate will have 2+ years in a similar role, strong analytical skills, and proficiency in Excel, SQL, and BI tools such as Power BI or Tableau. Excellent communication and presentation abilities are required.

Qualifications

• Minimum 2 years in MIS or similar in a call center or related environment.
• Strong analytical skills with ability to interpret data and generate insights.
• Proficiency in MIS tools and software (Excel, SQL, BI tools like Power BI or Tableau).
• Excellent communication and presentation skills.
• Experience with data visualization tools and techniques.

Responsibilities

• Develop, maintain, and distribute daily, weekly, and monthly reports on call center performance metrics.
• 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 and areas for improvement.
• Provide actionable insights and recommendations to management based on data analysis.
• Track and report on key performance indicators (KPIs) and SLAs.
• Troubleshoot and resolve issues related to MIS tools and data reporting.
• Assist in workforce planning through headcount accounting, 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.
• Maintain thorough documentation of data sources, reporting processes, and system configurations.

Skills

Data analysis

Call center ops

Data visualization

Excel

SQL

Power BI

Tableau

Tools

Excel

SQL

Power BI

Tableau

Job description

The MIS Resource is responsible for managing and analyzing data related to call center operations. This role involves generating and maintaining reports, analyzing key performance metrics, and providing insights to improve operational efficiency. The ideal candidate will have a strong background in data analysis, a deep understanding of call center operations, and proficiency in MIS tools and techniques.

Role & 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 through Headcount accounting, 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

Qualifications

• Proven experience in a similar role within a call center or related environment
• Strong analytical skills with the ability to interpret complex data and generate actionable insights
• Proficiency in MIS tools and software (e.g., Excel, SQL, BI tools like Power BI or Tableau)
• Excellent communication and presentation skills
• Experience with data visualization tools and techniques
• Minimum of 2 years in the current role or minimum of 2 years experience as MIS in a contact center