Contact Center MIS & Analytics Specialist

PM Consulting; Quezon City; On-site; PHP 400,000 - 640,000; Full time

Job summary

PM Consulting is seeking a detail-oriented MIS Executive to support contact center operations through accurate reporting, data management, and performance analysis. You will prepare and maintain operational reports, analyze key metrics, and provide timely insights to guide business and WFM decisions.

The role requires 2–4 years in MIS or reporting, strong Excel skills (PivotTables, VLOOKUP/XLOOKUP), and experience with dashboards.

Qualifications

• 2-4 years in MIS, reporting, data analysis, or a similar role.
• At least 2 years supporting Contact Center or Workforce Management (WFM) operations.
• Strong understanding of contact center operational metrics and performance reporting.
• Advanced proficiency in Microsoft Excel, including PivotTables, VLOOKUP/XLOOKUP, formulas, and data manipulation.

Responsibilities

• Prepare, consolidate, and distribute daily, weekly, and monthly MIS and operational reports.
• Generate reports covering service level, AHT, occupancy, staffing, productivity, attendance, shrinkage, and performance.
• Ensure accuracy, completeness, and timely delivery of operational reports.
• Collect and validate data from multiple sources and identify discrepancies or data quality issues.
• Analyze operational data and provide insights on trends, gaps, and performance variances.
• Maintain reporting databases, trackers, dashboards, and other MIS-related files.
• Support WFM and Operations teams with ad hoc reports and data requests.
• Develop and improve reporting processes to increase efficiency and reduce manual work.
• Create dashboards and visual reports to effectively present operational performance.
• Work closely with Operations, WFM, and other stakeholders to understand reporting requirements.
• Ensure confidentiality and proper handling of operational and employee data.
• Perform other reporting, analysis, and MIS-related tasks as assigned.

Skills

MIS reporting

Data analysis

Attention to detail

Communication

Tools

Microsoft Excel

Power BI

BI dashboards

Job description

PM Consulting is seeking a detail-oriented MIS Executive to support contact center operations through accurate reporting, data management, and performance analysis. You will prepare and maintain operational reports, analyze key metrics, and provide timely insights to guide business and WFM decisions.

The role requires 2–4 years in MIS or reporting, strong Excel skills (PivotTables, VLOOKUP/XLOOKUP), and experience with dashboards.