Team Leader MIS

Job description

Designation: Team Leader - MIS - Contact Center Working days: 6 days Location: Turbhe & Belapur Job Description: We are looking for a highly analytical and detail-oriented Team Leader - MIS to manage and drive MIS, workforce analytics, and operational reporting for Contact Center Operations. The role will be responsible for delivering actionable business insights, workforce planning, performance tracking, dashboard management, and automation of operational reports across customer service and sales contact center functions. Key Responsibilities MIS Reporting & Analytics • Generate daily, weekly, monthly, and ad-hoc MIS reports. • Track key contact center metrics such as: • Service Level (SL) • Average Handling Time (AHT) • Average Speed of Answer (ASA) • Call Abandon Rate • Occupancy & Utilization • Adherence & Shrinkage • Productivity & Conversion Metrics • Analyze operational trends and provide actionable insights to improve efficiency and performance. Workforce Management & Forecasting • Forecast call volumes and manpower requirements. • Monitor agent adherence, absenteeism, shrinkage, and utilization. • Support roster planning and workforce optimization. Dashboard & Automation • Design and maintain operational dashboards and trackers. • Automate reports using Advanced Excel, VBA, Power Query, and BI tools. • Ensure data accuracy and timely reporting. Performance Tracking • Monitor agent and team-level KPIs across Customer Service, Sales, and Collections. • Identify performance gaps and support operational improvement initiatives. Stakeholder Coordination • Work closely with Operations, Quality, Training, and HR teams for reporting and analysis. • Support management reviews with accurate operational data and presentations. Required Skills • Strong knowledge of Contact Center metrics and reporting. • Advanced Excel skills (Pivot Tables, Formulas, Dashboards, VBA/Macros). • Experience in Power BI/Tableau and workforce analytics preferred. • Strong analytical, problem-solving, and communication skills. • High accuracy and attention to detail. Qualification & Experience • Graduate • 4 to 8 years of experience in MIS/Workforce Management within Contact Center Operations. • Experience in Customer Service, Sales, or Collections processes preferred.