Mis Executive

Website: cgcuniversity.in
Job details:
Profile - MIS Executive
Department - ERP

Management Information Systems (MIS)

salary in between 25k to 30k

Position Overview:
We are seeking a detail-oriented and analytical MIS Analyst to join our Call Center Operations team. The MIS Analyst plays a crucial role in managing and analyzing data related to call center performance, efficiency, and customer service metrics. This position requires strong technical skills, a deep understanding of call center operations, and the ability to provide actionable insights to improve overall performance.

Key Responsibilities:

Data Collection and Analysis:
Collect, compile, and analyze call center data to identify trends, patterns, and performance metrics.
Monitor key performance indicators (KPIs) such as call volume, average handling time, first call resolution, and customer satisfaction scores.
Reporting and Dashboard Management:
Develop and maintain comprehensive reports, dashboards, and visualizations to communicate data insights to management and stakeholders.
Ensure data accuracy and integrity through regular audits and validations.

System Management and Optimization:

Manage and optimize call center software systems and databases to streamline operations and enhance data accessibility.
Implement enhancements and upgrades to improve system performance and user experience.
Forecasting and Planning:
Utilize historical data and statistical models to forecast call volumes, staffing requirements, and resource allocation.
Assist in workforce management by providing recommendations for scheduling and capacity planning.
Process Improvement and Automation:
Identify opportunities for process improvements and automation within the call center operations.
Collaborate with IT and operations teams to implement technological solutions that enhance efficiency and productivity.

Training and Support:

Provide training and support to call center staff on using MIS tools, interpreting data, and leveraging insights for decision-making.
Act as a subject matter expert on MIS-related queries and troubleshooting.
Required Skills and Qualifications:
Bachelor’s degree in Management Information Systems, Computer Science, Statistics, or a related field (Master’s degree preferred).
Proven experience as an MIS Analyst or similar role in a call center or customer service environment.
Strong proficiency in data analysis and visualization tools (e.g., Excel, SQL, Tableau, Power BI).
Familiarity with call center software systems (e.g., Avaya, Genesys) and CRM platforms.
Excellent analytical and problem-solving skills, with a keen attention to detail.
Ability to work independently and collaborate effectively with cross-functional teams.
Strong communication skills, with the ability to present complex information in a clear and concise manner.
Additional Requirements:
Knowledge of predictive analytics and statistical modeling techniques.
Experience in project management and process improvement methodologies (e.g., Six Sigma).
Understanding of data privacy and security regulations (e.g., GDPR, HIPAA).

Why Join Us:
Opportunity to make a significant impact on call center operations through data-driven insights and solutions.
Collaborative and supportive work environment with opportunities for career growth.
Competitive salary and comprehensive benefits package

Contact no : 7876847593
mail id : ankita.hr@cgcuniversity.in Click on Apply to know more.