Senior Executive - MIS

Role overview

In this position within the Contact Center Control Tower, you will help keep day-to-day operations running smoothly by managing MIS, workforce management, and real-time management activities. The role focuses on tracking live performance, examining operational data, spotting patterns and issues, and turning insights into actions that improve sales and customer support outcomes.

Key responsibilities

• Create, update, and manage management information reports and dashboards while maintaining high data accuracy for decision-making.
• Handle workforce planning activities such as scheduling, forecasting, and capacity planning to support operational requirements.
• Track live contact center activity and agent performance, and respond quickly to operational issues as they arise.
• Monitor important metrics continuously, including schedule adherence, and escalate exceptions or deviations when necessary.
• Study performance data to uncover trends, root causes, and improvement opportunities.
• Recommend and execute both immediate corrective actions and longer-term process improvements to strengthen efficiency and KPIs.
• Coordinate closely with operations managers, team leaders, and other stakeholders to keep execution aligned and effective.

Requirements

• A bachelor's degree in a relevant discipline.
• At least 2 years of experience, preferably in contact center operations with hands-on exposure to MIS, WFM, and/or RTM.
• Good analytical thinking and problem-solving ability.
• Comfort with data tools such as Excel and Google Sheets; SQL knowledge will be an added advantage.
• Working understanding of contact center systems and technology.
• Ability to read data, identify patterns, and convert findings into practical action plans.
• Strong communication and collaboration skills.
• Familiarity with core contact center KPIs and performance measures.
• Capability to work in a fast-moving, real-time environment.

Skills

Real-time monitoring, workforce management, MIS reporting, data analysis, dashboarding, Excel, Google Sheets, SQL, contact center operations, KPI tracking, stakeholder coordination

Additional information

This is a full-time onsite role based in Bengaluru, Karnataka, India. The employer name is Curefit.