MIS Executive

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

Job summary

A recruitment agency in Manila is seeking a MIS Executive for their call center. This individual will collect, analyze, and present data crucial for operations, preparing various performance reports and ensuring data accuracy. Candidates should have at least 2 years of experience in data analysis within a call center setting, possess strong Excel skills, and be knowledgeable in data visualization tools like Power BI or Tableau. The position requires someone detail-oriented and capable of working under tight deadlines.

Qualifications

• 2+ years in MIS or data analysis roles in call center/BPO.
• Strong Excel knowledge including advanced formulas and macros.
• Experience with SQL or similar data tools is a plus.

Responsibilities

• Prepare and maintain reports on call center performance metrics.
• Generate data reports to support operations and quality teams.
• Automate reporting processes using Excel VBA or BI tools.

Skills

MIS or data analysis experience

Advanced Excel skills

SQL knowledge

Experience with Power BI

Analytical skills

Communication skills

Tools

Excel

Power BI

Tableau

Job description

Second Card Owners

Job Title: MIS Executive Call Center

Reporting Line: WFM Team Leader

Location: Bridgetowne Quezon City (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 & 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.