MIS Executive L2

City: Jaipur

State/Province: Rajasthan

Posting Start Date: 1/27/26

• Generate and maintain agent schedules to maximize resource efficiency. • Conduct scheduling analyses and recommend staffing adjustments. • Create and manage new hire schedules and department shift bids. • Maintain monthly workbooks with call statistics and forecasts. • Maintain and update IEX (or similar WFM tool) database: agents, skills, queues, contact types, and entity sets. • Manage outbound dialer campaigns across carriers. • Maintain proprietary databases (e.g., attendance records, carrier workbooks, NIM database). • Build and maintain WFM and Operations SharePoint sites. • Analyse trends and identify opportunities and recommend efficiencies and implement changes. • Maintain Standard Operating Procedures (SOPs) and process documentation. • Identify automation opportunities and recurring system issues. • Recommend and implement process improvements to enhance productivity and customer satisfaction. • Adhoc Responsibilities as assigned • 3-5 years of experience in Workforce Management within a call centre environment. • Proficiency in WFM tools (IEX & Verint) • Strong analytical and problem-solving skills; ability to interpret complex data and identify trends. • Advanced Excel skills and mathematical proficiency. • Excellent verbal and written communication skills. • Ability to work flexible hours, including weekends if required. • Strong organizational and time management skills. • Proficiency in reporting and visualization tools like Power BI or Tableau for advanced analytics. • Experience in schedule efficiency analysis including coverage %, overtime control, and schedule fit %. • Understanding of forecast accuracy and its impact on scheduling. • Ensure schedules comply with labour laws, break compliance, and company policies. • Maintain audit-ready documentation for scheduling changes and approvals. • Ability to run scenario planning and what-if simulations for staffing changes. • Strong data interpretation skills to translate scheduling data into actionable insights. • Experience with multi-site or international scheduling environments. * Graduation Mandatory.

• Prepare timely and accurate MIS reports and dashboards as required by the stakeholders
  • Interact and work closely with management, internal stakeholders & clients to understand the business information needs
  • Ensuring all reports & dashboards are prepared as per stakeholder requirements as per the desired frequency (weekly/ monthly/ quarterly)
  • Ensure regular review with the MIS Team Lead for 100% accuracy before populating any customized dashboard or generating any customized report
  • Track and follow up with relevant stakeholder for timely updation and data management of parameters (key SLA metrics such as run-rate etc.)
  • Generate account level reports (billable and non-billable) on forecasting, scheduling (both onshore and offshore) and performance against SLAs, CSAT, Quality etc.
  • Ensure zero non-compliances on process audit on data security and compliance
• Support and adopt tools and systems for efficient MIS generation and reporting system
  • Continuous support to the manager in rolling out new techniques and initiatives to increase productivity
  • Providing update to the manager on the progress of any new MIS initiatives
  • Perform periodic maintenance and servicing of MIS system to improve operational efficiency
  • Adopt new tools, technology solutions and develop capability through training to improve own productivity.
  • Develop analytical skills and understanding of statistical analysis to suggest improvement in the quality of analysis