Develop, maintain, and distribute daily, weekly, and monthly reports on call center performance metrics, including call volume, average handle time, service levels and customer satisfaction
Create and manage dashboards to provide real-time visibility into call center performance
Ensure data accuracy and consistency across all reporting platforms
Analyze call center data to identify trends, patterns, and areas for improvement
Provide actionable insights and recommendations to management based on data analysis
Track and report on key performance indicators (KPIs) and service level agreements (SLAs)
Troubleshoot and resolve any issues related to MIS tools and data reporting
Assist in workforce planning by analyzing historical data and forecasting future call volumes
Support strategic initiatives by providing data-driven insights and recommendations
Work closely with call center management, operations, and training teams to align reporting with operational needs
Communicate findings and insights effectively to stakeholders through presentations and reports
Ensure that all reports and data management practices comply with company policies and industry regulations
Maintain thorough documentation of data sources, reporting processes, and system configurations
