Job Description – MIS & Dialer Executive
Position: MIS & Dialer Executive
Location: Hoodi, Bangalore
Work Mode: Work From Office
Experience: 6 months –3 Years
Qualification: Any Graduate
Industry: BPO / Contact Center
Job Overview
We are looking for an experienced MIS & Dialer Executive to manage daily MIS reporting, operational data, dialer activities, campaign monitoring, and performance analysis. The candidate will work closely with Operations, Team Leaders, WFM and IT teams to ensure accurate reporting and smooth dialer functioning.
Key Responsibilities – MIS
- Prepare and circulate daily, weekly and monthly MIS reports.
- Maintain daily productivity, attendance, login, performance and campaign reports.
- Collect, validate and consolidate data from multiple sources.
- Track key operational metrics such as productivity, connect rate, conversion, AHT, occupancy and agent performance.
- Prepare dashboards and performance trackers using MS Excel.
- Ensure accuracy of all reports and adherence to reporting TAT/SLA.
- Handle ad-hoc reports and data requirements from management.
- Analyze data and identify performance trends, gaps and exceptions.
- Maintain proper documentation and MIS trackers.
- Coordinate with Operations and WFM teams for data validation.
Key Responsibilities – Dialer
- Monitor day-to-day dialer operations and campaign performance.
- Upload/download calling data and maintain campaign databases.
- Create and update campaigns, filters, dialing strategies and dispositions.
- Monitor agent availability, queues, call volumes and dialer performance in real time.
- Track connect rate, attempts, abandoned calls, penetration and other dialer KPIs.
- Coordinate with Operations/WFM to optimize calling strategies based on business requirements.
- Identify dialer-related issues and coordinate with IT/technical teams for resolution.
- Ensure proper data mapping and campaign configuration.
- Maintain dialer-related reports and performance trackers.
- Support predictive, preview, progressive or blended dialing campaigns, depending on the process.
Required Skills
- Strong knowledge of MS Excel – VLOOKUP/XLOOKUP, Pivot Tables, IF formulas, SUMIFS/COUNTIFS, Conditional Formatting, Charts and basic dashboards.
- Good understanding of BPO/contact-center MIS.
- Knowledge of dialer operations and campaign management.
- Strong analytical and problem-solving skills.
- Good understanding of call-center KPIs.
- Good communication and coordination skills.
- Ability to work under pressure and meet strict reporting TATs.
- Knowledge of Genesys / Avaya / Cisco / other dialer platforms will be an advantage.
- Basic SQL knowledge is an added advantage.
Preferred Experience
- 06 months–3 years of experience in BPO MIS / Dialer / WFM / Operations Reporting.
- Candidates with hands-on experience in Genesys Dialer will be preferred.
- Experience handling outbound/inbound contact-center data is preferred.
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits:
Experience:
- MIS Executive: 1 year (Required)
- Dialer executive: 1 year (Required)
Location:
- Hoodi, Bengaluru, Karnataka (Required)
Work Location: In person
