MIS Executive / MIS Analyst – BPO
Experience: Minimum 1 Year
Industry: BPO / Contact Center
Department: MIS / WFM
Employment Type: Full-Time
Shift: Rotational / Day Shift as per business requirement
Job Summary
We are looking for an experienced MIS Executive / MIS Analyst with a minimum of 1 year of experience in BPO MIS/Reporting. The candidate should have strong Excel skills, good analytical ability, and hands-on experience in preparing daily, weekly and monthly business reports.
Key Responsibilities
Prepare and maintain daily, weekly and monthly MIS reports.
Collect, validate and consolidate data from multiple sources.
Prepare daily performance dashboards and management reports.
Track and report key BPO metrics such as:
AHT
Service Level
Productivity
Occupancy
Attendance
Shrinkage
Attrition
Adherence
Volume
Sales/Conversion, wherever applicable
Prepare agent, team and process-level performance reports.
Maintain trackers and ensure data accuracy and timely report submission.
Analyze performance trends and highlight gaps, deviations and key observations.
Share daily reports with Operations, WFM and management teams.
Automate and improve existing reports wherever possible.
Create and maintain Excel dashboards, trackers and performance sheets.
Perform data validation and reconciliation to identify discrepancies.
Handle ad-hoc reporting requirements from Operations and management.
Maintain proper documentation and reporting formats.
Work closely with Operations, WFM and HR to collect and validate required data.
Ensure all reports are delivered within defined timelines.
Must-Have Skills
Minimum 1 year of experience in MIS/Reporting, preferably in a BPO/Contact Center.
Advanced MS Excel knowledge.
Strong knowledge of:
VLOOKUP / XLOOKUP
INDEX-MATCH
Pivot Tables
Pivot Charts
IF / SUMIF / COUNTIF
Conditional Formatting
Data Validation
Text & Date Functions
Excel Dashboards
Good understanding of BPO performance metrics and operations.
Strong data analysis and problem-solving skills.
Excellent attention to detail and accuracy.
Good communication and stakeholder-management skills.
Ability to handle large volumes of data and meet strict reporting deadlines.
Preferred Skills
Knowledge of Power BI will be an added advantage.
Knowledge of SQL will be an added advantage.
Experience with WFM/CRM/dialer reporting tools is preferred.
Previous experience working with Operations/WFM teams will be an advantage.
Candidate Profile
The ideal candidate should be able to independently handle the complete BPO MIS reporting cycle:
Data Collection → Data Validation → Data Consolidation → Report Preparation → Dashboard → Analysis → Insights → Stakeholder Reporting
Candidates with only basic Excel knowledge or only data-entry experience may not be considered.
Education
Graduation – Any Stream
Salary- 18000ctc to 22000ctc
Pay: From ₹18,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
