MIS Executive – Call Center

Recruitify_HR; Quezon City; On-site; PHP 390,600 - 558,000; Full time

Benefits offered by this job

Performance Bonus

Equity Incentive Plan

Annual Company Trip

Free Meals

Job summary

A recruitment company in Quezon City is seeking a skilled MIS Executive to collect, analyze, and present call center operation data. The ideal candidate has over 2 years of experience in data analysis, particularly in BPO settings. You will be preparing performance reports, maintaining data accuracy, and suggesting productivity improvements. Proficiency in Excel and familiarity with tools like Power BI or SQL are essential for this role. Competitive salary and benefits, including performance bonuses, are offered.

Qualifications

• 2+ years of experience in MIS or data analysis roles in a call center or BPO environment.
• Strong knowledge of Excel including advanced formulas and pivot tables.
• Good understanding of call center metrics and reporting.

Responsibilities

• Prepare and maintain reports on call center performance metrics.
• Coordinate with IT for data integration and system enhancements.
• Ensure data accuracy across multiple databases.

Skills

Data analysis

Advanced Excel

SQL

Power BI

Tableau

Analytical skills

Problem-solving

Tools

Excel

Power BI

Tableau

Job description

On-site - Quezon City 1-3 Yrs Exp Diploma Full-time

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Job Description

Employee Recognition and Rewards

Equity Incentive Plan, Performance Bonus, Incentives

Insurance Health & Wellness

HMO

Annual Company Trip, Free Meals, Sleeping Quarters

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Job Summary

The MIS Executive will be responsible for collecting, analyzing, and presenting data related to call center 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
• Perform 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
• High attention to detail and data accuracy

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

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