Executive MIS

Roles & Responsibilities

Data Collection & Management

• Extract and compile data from multiple sources such as ticketing tool, call management systems, and databases

• Prepare and maintain daily, weekly, and monthly reports at a team and agent level

• Ensure data accuracy, completeness, and consistency across all reports

• Automate recurring reports to enhance efficiency and reduce manual effort

Reporting & Dashboard Creation

• Develop and maintain daily performance dashboards

• Prepare executive-level summary reports

• Create dynamic dashboards using Excel, Power BI, or Tableau

• Present data insights in a clear, concise, and actionable format

Data Analysis & Business Insights

• Analyze key metrics such as Volume, Revenue, CSAT, AHT, Attrition, and productivity

• Identify performance gaps and highlight deviations from targets

• Provide data-driven recommendations for process and performance improvements

• Forecast volumes and assist in staffing planning

Automation & Process Improvement

• Build automated reports using Excel macros, SQL, or Python

• Improve reporting efficiency and reduce manual dependencies

• Standardize reporting templates and formats

• Work with large datasets and maintain structured data repositories

• Ensure data security, confidentiality, and compliance standards are maintained

Required Skills

• Advanced Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, Power Query etc)

• SQL for data extraction (preferred)

• Power BI / Tableau for dashboard creation (preferred)

• Basic knowledge of Python (preferred)

• Strong data visualization skills

Core Competencies

• Strong analytical and logical thinking ability

• High attention to detail and accuracy

• Effective time management skills

• Ability to manage multiple deadlines

• Strong reporting accuracy and timeliness