Mis Executive - Call Center Operations

Job Overview:

We are looking for a MIS Executive who will play a key role in managing and optimizing scheduling activities for both voice and back-office processes (email/chat) in the travel domain. The ideal candidate will have a deep understanding of Erlang, advanced skills in Excel (including array functions), and exposure to BI tools like Tableau and Power BI. The candidate should also have experience with RTA on Zoom, Zendesk, or any other telephony platforms.

Key Responsibilities:

•End-to-end management of scheduling activities for Operations Voice and Back-office (email/chat) processes.

•Perform MIS reporting and data analysis to track key metrics, identify trends, and provide actionable insights to Ops leaders.

•Manage and optimize rosters based on volume forecasts, ensuring alignment with operational requirements and staffing levels.

•Monitor real-time adherence, handle adjustments, and ensure that operations stay on track for all shifts and teams.

•Coordinate with the operations team to ensure appropriate staffing levels are met, including coverage for planned leaves and unplanned absences.

•Create and distribute regular reports (daily, weekly, monthly).

•Perform data analysis to support continuous improvement and process optimization in both voice and back-office functions.

•Work closely with the Ops teams to implement forecasting models and ensure smooth execution of workforce management processes.

Qualifications:

•Graduate in any stream.

•Strong expertise in Excel (advanced formulas, array functions, pivot tables).

•Exposure to Business Intelligence tools such as Tableau and Power BI.

•Proven experience in MIS reporting and scheduling for both voice and back-office teams.

•Hands-on experience with RTA on Zoom, Zendesk, or other telephony platforms.

•In-depth understanding of Erlang and its application in workforce management.

•Good communication skills, with the ability to present complex data in user friendly format.