The MIS Specialist will be responsible for operational reporting, data analysis, performance monitoring, and management insights across the Contact Centre.
This role will ensure that accurate and timely data is available to monitor operational performance, identify trends and gaps, support staffing decisions, and improve overall customer experience and Contact Centre efficiency across Inbound Calls, Live Chat, Email, and social media.
Requirements
Key Responsibilities
Operational Reporting & Data Management
- Prepare and deliver daily, weekly, monthly, and ad-hoc operational reports.
- Consolidate, validate, and reconcile data from multiple systems to maintain a single source of truth.
- Monitor and report on key performance indicators, including FCR, CSAT, NPS, AHT, Service Level, and Productivity.
- Automate recurring reports and streamline processes to reduce manual reporting activities.
Performance & Customer Contact Analysis
- Analyze contact center performance by channel, team, agent, and issue type to uncover trends and performance gaps.
- Investigate significant anomalies and performance drops through root cause analysis to assess operational impact.
- Provide actionable insights and data to Team Leads and Managers to support coaching, performance management, and incentive calculations.
Business Intelligence & Management Insights
- Develop and maintain dashboards that provide executive visibility into performance, workforce efficiency, and service delivery.
- Translate operational data into strategic management insights, highlighting emerging risks and opportunities for improvement.
- Prepare management reports and presentations for strategic stakeholder reviews.
- Support business cases, budgeting, and capacity planning through forward-looking data insights.
Stakeholder Collaboration & Continuous Improvement
- Collaborate cross-functionally with internal teams to obtain and validate operational data.
- Translate stakeholder requirements into practical analytical and reporting solutions.
- Support initiatives involving new products, channels, or systems by providing impact assessments and workforce forecasts.
- Recommend and drive improvements to reporting processes and operational workflows based on data findings.
Workforce Management & Planning
- Forecast contact center demand and determine staffing requirements based on historical trends, seasonality, and customer volumes.
- Develop and maintain staffing plans, shift schedules, and capacity models across all operational channels.
- Monitor staffing levels against actual demand to identify capacity gaps, overstaffing, or understaffing, and recommend adjustments.
- Track key workforce metrics, including occupancy, utilization, shrinkage, absenteeism, attrition, and schedule adherence.
Qualifications & Experience
- 3–5 years' relevant experience in Contact Centre Analytics, Workforce Management, Operations Analytics, or Business Intelligence.
- Experience working in a high-volume Contact Centre environment, with an understanding of workforce planning and operational performance.
- Experience supporting multiple customer service channels, such as Voice, Email, Live Chat, and social media.
- Experience in fintech, banking, telecommunications, e-commerce, or another customer-focused industry is an advantage.
Technical Skills & Core Competencies
- Advanced Microsoft Excel skills (Pivot Tables, XLOOKUP, Power Query) and proficiency in Power BI or equivalent dashboard tools.
- Experience using Contact Centre, CRM, telephony, or Workforce Management (WFM) systems.
- Solid understanding of Contact Centre operations, workforce metrics, KPIs, and forecasting methodologies.
- Strong analytical, problem-solving, and stakeholder communication skills, with the ability to translate data into actionable business insights.