MIS Executive – Call Center Reporting Line

Gratitude Philippines; Quezon City; On-site; PHP 334,800 - 558,000; Full time

Job summary

A leading data solutions provider in Quezon City is seeking a skilled MIS Executive to collect, analyze, and present data vital for call center operations. The ideal candidate should have over 2 years of experience in MIS roles, possess strong Excel skills, and be familiar with data reporting tools like Power BI and Tableau. Responsibilities include maintaining performance reports, analyzing operational trends, and ensuring data accuracy. This full-time role offers an on-site work model with opportunities for professional development.

Qualifications

• 2+ years of experience in MIS or data analysis roles in a call center or BPO environment.
• Strong analytical, problem-solving, and communication skills.
• Good understanding of call center metrics and reporting.

Responsibilities

• Prepare and maintain daily, weekly, and monthly reports on call center performance metrics.
• Generate real-time and historical data reports to support operations.
• Work closely with operations to analyze trends and suggest improvements.

Skills

Data analysis

Excel (Advanced Formulas, Pivot Tables, Charts, Macros)

SQL

Power BI

Tableau

Problem-solving

Communication skills

Education

Bachelor's degree

Tools

CRM or contact center platforms

Automation tools (e.g., Python, R)

Job description

MIS Executive – Call Center Reporting Line

On-site - Quezon 1-3 Yrs Exp Bachelor Full-time

Job Description

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.

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?