MIS/Senior Executive - Data Analyst

MIS/Senior Executive – Data Analyst

International US Call Centre (Outbound / Inbound)
\n Mohali (WFO) | US Night Shift | ⏱ Full-Time

Role Overview

We are seeking a MIS Executive / Senior Executive with strong data analysis capabilities to own workforce planning, real-time performance management, and leadership-level MIS for a US Call Center.
\n This role blends WFM expertise with advanced Excel-driven data analysis , enabling informed decisions on staffing, productivity, cost control, and SLA delivery.

Key Responsibilities

Workforce Management & Real-Time Operations

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• Forecast call / lead volumes and plan short & long-term manpower
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• Create schedules, rosters, and shrinkage plans for US time zones
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• Manage real-time adherence (RTA) and intraday adjustments
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• Monitor absenteeism, utilization, OT/VTO, and occupancy
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• Support new hire ramp-up and batch productivity tracking
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MIS, Reporting & Data Analysis (Core Focus)

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• Own Daily / Weekly / Monthly MIS for operations and leadership
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• Build advanced Excel-based dashboards and automated reports
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• Perform deep-dive data analysis on productivity, SLA, cost, and revenue trends
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• Analyse agent, team, and campaign-level performance patterns
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• Provide actionable insights and recommendations to Ops leadership
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• Ensure data accuracy across dialler, CRM, attendance, and HR systems
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• Support incentive modelling and performance improvement initiatives
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Stakeholder Collaboration

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• Partner with Operations, QA, Training, HR, and Leadership
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• Support hiring plans, attrition analysis, and capacity decisions
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• Participate in internal and client performance reviews as required
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Key Metrics Owned

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• Forecast Accuracy & Schedule Adherence
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• Shrinkage, Utilization & Occupancy
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• SLA / Productivity Achievement
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• MIS Accuracy, Timeliness & Insight Quality
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Mandatory Requirements

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• 4–6 years’ experience in WFM / MIS / Operations Analytics in an International Call Centre
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• Strong exposure to US night shift operations
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• Advanced MS Excel skills (Pivot Tables, XLOOKUP, formulas, dashboards)
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• Strong analytical mindset with ability to translate data into decisions
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• Hands-on experience in real-time monitoring & intraday management
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Great to Have & Required

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• Experience with Convoso and other prominent outbound diallers (Highly Preferred)
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• Exposure and excellent MS Excel, Power BI / Tableau
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• Outbound sales or revenue-driven process experience
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Why This Role

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• High-impact, data-driven decision-making role
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• Direct exposure to US clients and leadership
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• Clear growth path to WFM Lead / MIS Manager / Ops Analytics roles
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