MIS Executive – UK Financial Customer Service

Gratitude Philippines; Manila; On-site; PHP 391,000 - 614,000; Full time

Job summary

Gratitude Philippines is seeking an MIS Executive to support reporting, data analysis, and MIS requirements for a UK Financial Customer Service account. The role focuses on creating and maintaining reports, dashboards, and data-driven insights to optimize contact center operations and workforce management.

The ideal candidate has experience in MIS reporting, BPO analytics, contact center reporting, and performance analysis, with strong Excel skills and a detail-oriented mindset.

Qualifications

• Bachelor’s degree in one of the specified fields is required or equivalent.
• 2–4 years of reporting or MIS experience in a BPO environment.

Responsibilities

• Create, maintain, and automate daily, weekly, and monthly MIS reports.
• Develop Excel-based reports, dashboards, trackers, and data visualization tools.
• Analyze operational and performance data to provide actionable insights to management and stakeholders.
• Support reporting requirements for Contact Center and Workforce Management (WFM) operations.
• Monitor and report on key contact center and WFM performance metrics.
• Ensure the accuracy, completeness, and timely delivery of reports and dashboards.
• Consolidate and analyze data from multiple sources to support business decision‑making.
• Identify data trends, gaps, and opportunities for operational improvement.
• Collaborate with Operations, WFM, and leadership teams to understand reporting requirements.
• Maintain reporting databases, trackers, and documentation.
• Support ad hoc reporting and data analysis requests as required.
• Continuously improve reporting processes, dashboards, and data management practices.

Skills

MIS Reporting

Excel reporting

Dashboard creation

Data analysis

WFM metrics

CC metrics

Stakeholder mgmt

Attention to detail

Multiple reports

Education

Bachelor's in Statistics

Bachelor's in Mathematics

Bachelor's in Engineering

Bachelor's in Business Admin

Bachelor's in Information Tech

Bachelor's in Computer Science

Tools

MS Excel

Job description

MIS Executive – UK Financial Customer Service

Location:Quezon City, Metro Manila

Work Setup: 100% Onsite

Work Schedule: Shifting

Vertical: UK Financial Customer Service

Salary:Competitive

Start Date: ASAP

Headcount: 1

Job Overview

We are seeking a highly analytical and detail-oriented MIS Executive to support reporting, data analysis, and Management Information Systems (MIS) requirements for a UK Financial Customer Service account.

The successful candidate will be responsible for creating and maintaining reports, dashboards, and data-driven insights to support contact center operations and Workforce Management (WFM). This role is ideal for professionals with experience in MIS Reporting, BPO Analytics, Contact Center Reporting, Workforce Management Reporting, Excel Dashboards, and Performance Analysis.

Key Responsibilities

• Create, maintain, and automate daily, weekly, and monthly MIS reports.
  
• Develop Excel-based reports, dashboards, trackers, and data visualization tools.
  
• Analyze operational and performance data to provide actionable insights to management and stakeholders.
  
• Support reporting requirements for Contact Center and Workforce Management (WFM) operations.
  
• Monitor and report on key contact center and WFM performance metrics.
  
• Ensure the accuracy, completeness, and timely delivery of reports and dashboards.
  
• Consolidate and analyze data from multiple sources to support business decision-making.
  
• Identify data trends, gaps, and opportunities for operational improvement.
  
• Collaborate with Operations, WFM, and leadership teams to understand reporting requirements.
  
• Maintain reporting databases, trackers, and documentation.
  
• Support ad hoc reporting and data analysis requests as required.
  
• Continuously improve reporting processes, dashboards, and data management practices.
  

Qualifications

• Graduate of a Bachelor's Degree in one of the following fields:
  • Statistics
    
  • Mathematics
    
  • Engineering
    
  • Business Administration
    
  • Information Technology
    
  • Computer Science
• 2–4 years of reporting or MIS experience in a BPO environment.
  
• At least 2 years of experience supporting Contact Center or Workforce Management (WFM) operations.
  
• Strong experience in Excel-based reporting, data analysis, and dashboard creation.
  
• Knowledge of Contact Center and Workforce Management metrics is preferred.
  
• Strong analytical, problem-solving, and numerical skills.
  
• High attention to detail and accuracy.
  
• Ability to manage multiple reports and deadlines in a fast-paced environment.
  
• Strong communication and stakeholder management skills.
  

Key Skills

• Management Information Systems (MIS)
  
• BPO Reporting and Analytics
  
• Advanced Microsoft Excel
  
• Dashboard Creation
  
• Data Analysis and Reporting
  
• Contact Center Metrics
  
• Workforce Management (WFM) Metrics
  
• Performance Reporting
  
• Data Accuracy and Quality Management
  

Work Setup

• 100% Onsite:Quezon City
  
• Schedule: Shifting
  
• Candidates must be willing to work onsite and accommodate a shifting schedule.
  

Recruitment Process

Initial Interview → SVAR → L2 Interview (Microsoft Teams) → L3 Interview (Microsoft Teams)

Pre-Screening Notes

Highest Educational Attainment:

How many years of experience do you have as an MIS Executive or Analyst in a BPO environment?

Years of experience in supporting contact center or WFM operations:

How much is your last drawn salary?

How much is your expected salary?

Are you amenable to working 100% on-site in Quezon City with a shifting schedule?

Can you start immediately?