MIS Executive – Call Center Reporting Line

Recruitify_HR; Quezon; Vor Ort; PHP 420.000 - 660.000; Vollzeit

Zusammenfassung

Recruitify_HR is seeking an MIS Executive to collect, analyze, and present data on call center operations. You will prepare daily, weekly, and monthly reports to support decision-making.

You will automate reports with Excel VBA, work with IT/WFM for data integration, and maintain dashboards in Power BI or Tableau. The role requires 2+ years in MIS in a BPO and strong analytical skills.

Qualifikationen

• 2+ years in MIS or data analysis in a call center/BPO environment.
• Advanced Excel skills (formulas, PivotTables, charts, macros).
• Experience with SQL, Power BI, Tableau is a plus.
• Strong analytical and communication skills; detail-oriented.

Aufgaben

• Prepare and maintain daily, weekly, and monthly call center reports on key metrics.
• Generate real-time and historical data reports to support operations and QA.
• Analyze trends with operations and suggest improvements in productivity.
• Automate reporting using Excel VBA, macros, or BI tools.
• Coordinate with IT and WFM for data integration and system enhancements.
• Maintain dashboards in Excel, Power BI, or Tableau.
• Ensure data accuracy across databases and reporting platforms.
• Track KPIs and generate insights to support business goals.
• Troubleshoot data discrepancies and reporting issues.
• Provide ad-hoc reporting and analysis as required.

Kenntnisse

MIS/Data analysis

Advanced Excel

SQL

Power BI

Tableau

Analytical thinking

Tools

Power BI

Tableau

SQL

Jobbeschreibung

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, Amazon Web Services, etc.).
• Basic understanding of Workforce Management tools.
• Knowledge of scripting or automation tools (e.g., Python, R) is an advantage.

Pre-screening Questions

• How many years of relevant MIS Executive experience do you have in a BPO environment?
• How much is your last drawn salary?
• How much is your salary expectation?
• Are you able to work onsite in Bridgetowne, Quezon City, and during a night shift?
• Can you start immediately?