Recruitment Criteria**

1. Required Experience:****

• Minimum 1–2 years of experience in data analysis, MIS reporting, or contact center operations.

• Experience with real-time monitoring and workforce tools is a plus.

2. Required Education:****

• Bachelor’s degree in Statistics, Computer Science, Information Systems, Business Analytics, or a related field.

3. Required Skills:**

• Proficiency in Excel (pivot tables, advanced formulas, macros)

• Working knowledge of BI tools (Power BI, Tableau, or similar)

• Strong attention to detail and data accuracy

• Good understanding

Real-Time Monitoring (RTA):**

• Monitor live dashboards across all queues to ensure Service Level (SL), Average Handle Time (AHT), and Occupancy remain within acceptable ranges.

• Detect, flag, and escalate anomalies such as high queue volumes, absenteeism, system outages, or service lags to the WFM/MIS Manager and relevant stakeholders.

• Track real-time agent adherence and coordinate with Account Managers on necessary interventions.

• Maintain logs of daily incidents and actions taken to restore service compliance.

MIS Reporting:****

• Adhere to all provisions of the Data Protection Act and relevant legislation and policies.

• Collect, clean, and compile data from CRM systems (e.g., KATI), dialers, and ticketing tools into daily, weekly, and monthly reports.

• Produce performance reports covering business KPIs specific to the relevant campaign.

• Develop automated dashboards and trackers to provide live visibility to operational leadership.

• Ensure accuracy, consistency, and on-time delivery of all reports required by Operations, QA, L&D, and Client Services teams.

• Provide analysis and insights to support Monthly Business Reviews (MBRs), performance interventions, and strategic decision-making.

Workforce Management (WFM):****

• Assist in building, updating, and maintaining schedules, shift plans, and rosters in line with forecasted volumes.

• Monitor attendance and log adherence to identify trends in shrinkage or agent availability.

• Support forecast development using historical and real-time data.

• 14.    Participate in capacity planning exercises to ensure the contact center is adequately resourced.

• 15.    Track leaves, shift swaps, and deviations, keeping relevant trackers up to date for visibility.

Administrative Duties**

• Maintain documentation and version control of all data sources, templates, and reporting methodologies.

• Work closely with the QA, L&D, and IT teams to ensure reporting aligns with operational and system changes.

• Regularly propose improvements to reporting tools, processes, and data accuracy.

• Support knowledge transfer and cross-training within the WFM/MIS unit.

• Attend daily huddles and planning meetings as required.