Job Title: MIS Executive – Call Center

Reporting Line: WFM Team Leader

Work set up: Onsite in Exxa Tower Bridgetowne QC 

Work schedule: Night Shift

Offer Package: ₱35,000

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.