Mis Reporting

Key Responsibilities:

• Lead the MIS/reporting team supporting BPO operations
• Prepare and deliver daily, weekly, and monthly reports (SLA, KPI, productivity, attrition, etc.)
• Develop and maintain dashboards for real-time performance tracking
• Ensure data accuracy and consistency across all reports
• Use automation to reduce manual effort and improve efficiency
• Work closely with Operations, Quality, and Workforce Management teams
• Identify trends, gaps, and improvement opportunities through data analysis
• Handle reporting escalations and urgent business requests
• Train and guide team members on reporting tools and best practices

Required Skills:

• Advanced Excel (Pivot Tables, VLOOKUP/XLOOKUP, Index-Match, formulas)
• Power Query (must-have) – data extraction, transformation, automation
• Strong experience in Pivot-based reporting and dashboard creation
• Knowledge of Power BI or Tableau (preferred)
• Basic to intermediate SQL (good to have)
• Strong analytical and problem-solving skills
• Experience in handling large datasets

BPO-Specific Knowledge:

• Understanding of SLA, AHT, TAT, Shrinkage, Utilization, CSAT
• Experience with call center or back-office reporting
• Familiarity with workforce management data

Qualifications:

• Graduate in any discipline (preferred: Commerce, IT, or Business)
• 4–8 years of MIS/reporting experience in BPO/KPO
• Minimum 1–2 years of team handling experience