MIS Analyst - Financial Customer Service (Onsite, Shifting)

Gratitude Philippines; Manila; On-site; PHP 391,000 - 614,000; Full time

Job summary

Gratitude Philippines is seeking an MIS Executive to support reporting, data analysis, and MIS requirements for a UK Financial Customer Service account. The role focuses on creating and maintaining reports, dashboards, and data-driven insights to optimize contact center operations and workforce management.

The ideal candidate has experience in MIS reporting, BPO analytics, contact center reporting, and performance analysis, with strong Excel skills and a detail-oriented mindset.

Qualifications

• Bachelor’s degree in one of the specified fields is required or equivalent.
• 2–4 years of reporting or MIS experience in a BPO environment.

Responsibilities

• Create, maintain, and automate daily, weekly, and monthly MIS reports.
• Develop Excel-based reports, dashboards, trackers, and data visualization tools.
• Analyze operational and performance data to provide actionable insights to management and stakeholders.
• Support reporting requirements for Contact Center and Workforce Management (WFM) operations.
• Monitor and report on key contact center and WFM performance metrics.
• Ensure the accuracy, completeness, and timely delivery of reports and dashboards.
• Consolidate and analyze data from multiple sources to support business decision‑making.
• Identify data trends, gaps, and opportunities for operational improvement.
• Collaborate with Operations, WFM, and leadership teams to understand reporting requirements.
• Maintain reporting databases, trackers, and documentation.
• Support ad hoc reporting and data analysis requests as required.
• Continuously improve reporting processes, dashboards, and data management practices.

Skills

MIS Reporting

Excel reporting

Dashboard creation

Data analysis

WFM metrics

CC metrics

Stakeholder mgmt

Attention to detail

Multiple reports

Education

Bachelor's in Statistics

Bachelor's in Mathematics

Bachelor's in Engineering

Bachelor's in Business Admin

Bachelor's in Information Tech

Bachelor's in Computer Science

Tools

MS Excel

Job description

Gratitude Philippines is seeking an MIS Executive to support reporting, data analysis, and MIS requirements for a UK Financial Customer Service account. The role focuses on creating and maintaining reports, dashboards, and data-driven insights to optimize contact center operations and workforce management.

The ideal candidate has experience in MIS reporting, BPO analytics, contact center reporting, and performance analysis, with strong Excel skills and a detail-oriented mindset.