Reporting Line: WFM Team Leader
Work set up: Onsite in Exxa Tower Bridgetowne QC
Work schedule: Night Shift
Start date: ASAP

Job Summary:

The MIS Executive will be responsible for collecting, analyzing, and presenting data related
to call centre operations. This role supports decision-making through the preparation of daily,
weekly, and monthly reports, and ensures accurate data management, performance
tracking, and process optimization.

Key Responsibilities:

 Prepare and maintain daily, weekly, and monthly reports on call center performance metrics (AHT, FCR, SLA, CSAT, etc.).
 Generate real-time and historical data reports to support operations, quality, and workforce management teams.
 Work closely with operations to analyze trends and suggest improvements in agent productivity and efficiency.
 Automate repetitive reporting processes using Excel VBA, macros, or BI tools.
 Coordinate with IT and WFM teams for data integration and system enhancements.
 Maintain dashboards and data visualizations using tools like Excel, Power BI, or Tableau.
 Ensure data accuracy and integrity across multiple databases and reporting platforms.
 Track KPIs and generate insights to support business goals.
 Troubleshoot and resolve data discrepancies and reporting issues.
 Ad-hoc reporting and analysis based on business requirements.

Qualifications and Skills:

 2+ years of experience in MIS or data analysis roles in a call center or BPO environment.
 Strong knowledge of Excel (Advanced Formulas, Pivot Tables, Charts, Macros).
 Experience with SQL, Power BI, Tableau, or similar data tools is a plus.
 Good understanding of call center metrics and reporting.
 Strong analytical, problem-solving, and communication skills.
 Ability to work independently and under tight deadlines.
 Attention to detail and data accuracy is critical.

Preferred Qualifications:

 Experience with CRM or contact center platforms (e.g., Avaya, Genesys, Five9, AWS
etc).
 Basic understanding of Workforce Management tools.
 Knowledge of scripting or automation tools (e.g., Python, R) is an advantage.