MIS Executive - Call Center

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

Job summary

A leading BPO company in Manila is seeking an MIS Executive responsible for data management and reporting in a call center environment. The ideal candidate will have over 2 years of experience in data analysis, proficiency in Excel, and knowledge of BI tools like Power BI or Tableau. You'll prepare and maintain various performance reports while ensuring data accuracy and integrity. This role offers an onsite night shift position with immediate availability.

Qualifications

• 2+ years of experience in MIS or data analysis roles in a call center or BPO environment.
• Strong knowledge of Excel with advanced features.
• Strong analytical, problem-solving, and communication skills.

Responsibilities

• Prepare and maintain reports on call center performance metrics.
• Generate real-time and historical data reports to support operations.
• Maintain dashboards and visualizations using Power BI or Tableau.

Skills

Data analysis

Excel (Advanced Formulas, Pivot Tables, Macros)

Problem-solving

Communication skills

Tools

SQL

Power BI

Tableau

Job description

Reporting Line: WFM Team Leader

Work set up: Onsite in Exxa Tower Bridgetowne QC

Work schedule: Night Shift

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.