MIS & Contact Center Analytics Specialist

Our Clients; Quezon City; On-site; PHP 446,000 - 781,000; Full time

Job summary

Our Clients in the Philippines is seeking a detail-oriented MIS Executive to support contact center operations through accurate reporting, data management, and performance analysis. The role will prepare and maintain operational reports, analyze key metrics and provide timely insights to support business and Workforce Management (WFM) decisions.

You will prepare, consolidate, and distribute daily, weekly, and monthly MIS and operational reports, analyze metrics like service level, AHT,

Qualifications

• 2-4 years of MIS, reporting, data analysis experience.
• At least 2 years supporting Contact Center or WFM operations.
• Advanced Excel skills with PivotTables, VLOOKUP/XLOOKUP.
• Experience creating dashboards and management reports.
• Strong analytical and problem-solving abilities with attention to detail.
• Good written and verbal communication.
• Ability to manage multiple reports and deadlines in a fast-paced environment.
• Experience with large datasets and multiple reporting sources.

Responsibilities

• Prepare, consolidate, and distribute daily, weekly, and monthly MIS and operational reports.
• Generate reports on 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.
• Analyze operational data and provide insights on trends, gaps, and variances.
• Maintain reporting databases, trackers, dashboards, and MIS files.
• Support WFM and Operations 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 present operational performance.
• Work with Operations, WFM, and stakeholders to understand reporting requirements.
• Ensure confidentiality and proper handling of data.
• Perform other reporting, analysis, and MIS tasks as assigned.

Skills

MIS

Reporting

Data analysis

WFM operations

Contact Center operations

Dashboards

Attention to detail

Communication

Time management

Problem solving

Tools

Microsoft Excel

Power BI

Job description

Our Clients in the Philippines is seeking a detail-oriented MIS Executive to support contact center operations through accurate reporting, data management, and performance analysis. The role will prepare and maintain operational reports, analyze key metrics and provide timely insights to support business and Workforce Management (WFM) decisions.

You will prepare, consolidate, and distribute daily, weekly, and monthly MIS and operational reports, analyze metrics like service level, AHT,