MIS Executive

Gratitude Philippines; Quezon City; On-site; PHP 334,800 - 502,200; Full time

Benefits offered by this job

Equity Incentive Plan

Performance Bonus

Health Maintenance Organization (HMO)

Annual Company Trip

Free Meals

Sleeping Quarters

Job summary

A leading BPO company in Quezon City is seeking an MIS Executive to manage and present data crucial for call center operations. The ideal candidate has over 2 years of experience in data analysis, strong proficiency in Excel, SQL, and familiarity with data visualization tools such as Power BI or Tableau. This role comprises generating detailed reports, ensuring data accuracy, and making recommendations for process optimizations. The position offers health benefits, performance bonuses, and various employee incentives.

Qualifications

• 2+ years of experience in MIS or data analysis roles in call center or BPO.
• Strong knowledge of Excel with advanced capabilities.
• Experience with SQL and data visualization tools is a plus.
• Strong analytical and problem-solving skills.
• Attention to detail and data accuracy is critical.

Responsibilities

• Prepare and maintain reports on call center performance metrics.
• Generate data reports to support operational teams.
• Analyze trends for improvements in productivity.
• Maintain dashboards and visualizations.
• Ensure accuracy across databases.

Skills

Data Analysis

Statistical Analysis

Python

SQL

Data Processing

Tableau Software

Dashboard Development

Data Reporting

Business Data Analysis

Tools

Excel

Power BI

Tableau

Up to date with CRM platforms

Job description

MIS Executive – Call Center

Location: Bridgetowne Blvd., Bridgetowne Blvd, Metro Manila, Philippines. Work set up: Onsite in Exxa Tower Bridgetowne QC.

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.
• 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.
• 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.
• Data Analysis, Statistical Analysis, Python, SQL, Data Processing, Tableau Software, Data Collection Methodologies, Dashboard Development, Data Reporting, Business Data Analysis.

Employee Recognition and Rewards

Equity Incentive Plan, Performance Bonus, Incentives

Insurance Health & Wellness

HMO

Annual Company Trip, Free Meals, Sleeping Quarters