Data/Strategy Operations Specialist

Gratitude Philippines; Manila; On-site; PHP 355,446 - 425,754; Full time

Job summary

A leading BPO company in Metro Manila is seeking an experienced MIS Executive to manage data related to call center operations. The role encompasses preparing and presenting comprehensive reports on performance metrics like AHT and CSAT, enhancing operational efficiency through data analysis, and ensuring accurate data management. Ideal candidates have over 2 years of experience in data analysis, strong Excel and SQL skills, and the ability to work under tight deadlines. Work setup is onsite during night shifts at Exxa Tower, Bridgetowne QC.

Qualifications

• 2+ years of experience in MIS or data analysis roles in a call center or BPO environment.
• Good understanding of call center metrics and reporting.
• Ability to work independently and under tight deadlines.

Responsibilities

• Prepare and maintain daily, weekly, and monthly reports on call center performance metrics.
• Generate real-time and historical data reports to support operations.
• Automate repetitive reporting processes using Excel VBA, macros, or BI tools.
• Coordinate with IT and WFM teams for data integration and enhancements.

Skills

Excel (Advanced Formulas, Pivot Tables, Charts, Macros)

SQL

Power BI

Tableau

Analytical skills

Problem-solving skills

Communication skills

Attention to detail

Tools

Power BI

Tableau

SQL

Job description

Reporting Line: WFM Team Leader

Work set up: Onsite in Exxa Tower Bridgetowne QC

Work schedule: Night Shift

Offer Package: ₱35,000

Start date: ASAP

Job Summary:

The MIS Executive will be responsible for collecting, analyzing, and presenting data related to call centre operations. This role supports decision-making through the preparation of daily, weekly, and monthly reports, and ensures accurate data management, performance tracking, and process optimization.

Key Responsibilities:

• Prepare and maintain daily, weekly, and monthly reports on call center performance metrics (AHT, FCR, SLA, CSAT, etc.).
• Generate real-time and historical data reports to support operations, quality, and workforce management teams.
• Work closely with operations to analyze trends and suggest improvements in agent productivity and efficiency.
• Automate repetitive reporting processes using Excel VBA, macros, or BI tools.
• Coordinate with IT and WFM teams for data integration and system enhancements.
• Maintain dashboards and data visualizations using tools like Excel, Power BI, or Tableau.
• Ensure data accuracy and integrity across multiple databases and reporting platforms.
• Track KPIs and generate insights to support business goals.
• Troubleshoot and resolve data discrepancies and reporting issues.
• Ad-hoc reporting and analysis based on business requirements.

Qualifications and Skills:

• 2+ years of experience in MIS or data analysis roles in a call center or BPO environment.
• Strong knowledge of Excel (Advanced Formulas, Pivot Tables, Charts, Macros).
• Experience with SQL, Power BI, Tableau, or similar data tools is a plus.
• Good understanding of call center metrics and reporting.
• Strong analytical, problem-solving, and communication skills.
• Ability to work independently and under tight deadlines.
• Attention to detail and data accuracy is critical.

Preferred Qualifications:

• Experience with CRM or contact center platforms (e.g., Avaya, Genesys, Five9, AWS etc).
• Basic understanding of Workforce Management tools.
• Knowledge of scripting or automation tools (e.g., Python, R) is an advantage.

PRE-SCREENING QUESTIONS:

1. How many years of relevant MIS Executive experience do you have in a BPO environment?
2. How much is your last drawn salary?
3. How much is your salary expectation?
4. Are you able to work onsite in Bridgetowne, Quezon City and during a night shift?
5. Can you start immediately?