Job Description:
You will be responsible for leading a Management Information Systems (MIS) and Reporting team that supports the data and information needs of Operations across various locations and regions. This includes overseeing reporting and MIS personnel based in multiple sites.

You are expected to continuously evaluate and improve the current reporting processes, introducing innovative solutions and leveraging modern tools and technologies to generate actionable insights.

Your role includes providing leadership and direction to your team, identifying and hiring talent to strengthen the team, and driving transformation initiatives within the MIS and Reporting function.

You will also be responsible for analyzing operational metrics related to performance and productivity using generated reports and dashboards.

Desired Skills:

– Understanding of Contact Center operations and methodologies.
– 1–2+ years of experience in Planning functions such as MIS reporting, data analysis, capacity planning, forecasting, scheduling, real-time management, and working with Erlang models in a multi-site contact center environment (preferred).
– Strong interpersonal and written communication skills.
– Proven leadership abilities with a focus on motivation, development, and building high-performing teams.
– Excellent analytical and quantitative skills with the ability to derive insights from data.
– Advanced proficiency in Excel, including data organization, analysis, and import/export.
– Proficient in Microsoft Office tools such as Word, PowerPoint, and Access.
– Innovative mindset with the ability to influence others.
– End-to-end ownership of reporting and MIS delivery across multiple projects, ensuring timely and accurate reporting.
– Lead meetings and set agendas for Operations and Support teams to review performance and productivity.
– Clearly communicate expectations for each report and dashboard to your team, and establish redundancies for consistent delivery.
– Implement a structured development plan to prepare the team for scaling up as automated reporting processes are introduced.
– Align process and performance metrics, and establish benchmarks for similar projects and processes.