Mis Specialist

**Data Management & Reporting**:

- Design, develop, and maintain Management Information System (MIS) reports to provide insights into key performance indicators (KPIs) for contact center operations.
- Generate daily, weekly, and monthly reports on metrics such as service levels, agent performance, customer satisfaction, and operational efficiency.
- Ensure accuracy and timeliness of all data submissions, troubleshooting discrepancies when necessary.

**Data Analysis & Insights**:

- Analyze large datasets to identify trends, patterns, and areas of improvement in operational performance.
- Provide actionable insights and recommendations to management based on data analysis.
- Collaborate with cross-functional teams to interpret data and implement strategies for operational improvement.

**System Maintenance & Development**:

- Assist in the development and maintenance of reporting tools, dashboards, and other MIS-related systems to enhance data accessibility.
- Work with IT teams to troubleshoot system issues and implement updates to ensure smooth operation of MIS platforms.
- **Process Improvement**:

- Identify areas for automation and process optimization in reporting and data collection.
- Assist in the implementation of new reporting systems or tools to improve operational efficiency.
- **Stakeholder Collaboration**:

- Communicate and present data findings to senior management and other stakeholders in a clear and actionable manner.
- Work closely with team leads and department heads to define reporting requirements and KPIs.
- **Compliance & Data Integrity**:

- Ensure all reports are compliant with company policies, data privacy regulations, and industry standards.
- Monitor data integrity and implement controls to prevent errors in data collection and reporting.

**Qualifications**:

- **Education**:

- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field.
- **Experience**:

- Minimum of 2-3 years of experience in MIS, data analysis, or a related role within a BPO or contact center environment.
- Hands-on experience with data analysis tools (e.g., Excel, SQL, Power BI, Tableau).
- Strong understanding of BPO operations, call center metrics, and performance reporting.
- **Skills**:

- Proficient in MS Excel (advanced), SQL, and data visualization tools (e.g., Power BI, Tableau).
- Strong analytical, problem-solving, and troubleshooting skills.
- Excellent attention to detail and ability to work with large datasets.
- Strong communication and presentation skills.
- Ability to work independently and manage multiple priorities in a fast-paced environment.

**Preferred Skills**:

- Experience with contact center software and CRM systems (e.g. Genesys, Freshdesk).
- Knowledge of scripting or automation tools for report generation.

**Work Conditions**:

- Full-time, on-site
- Must be available to work flexible hours, including evenings or weekends, as needed.

Pay: ﷼7,000.00 - ﷼9,000.00 per month