Workforce Reporting/ MIS Analyst - (Call Center/ BPo)

Gratitude Inc

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3 days ago

Workforce Reporting/ MIS Analyst - (Call Center/ BPo)

2-5 Year(s)

30 - 35 Thousand p.m

Manila (Bridgetown quezon City)

Job Description

Key Skills

CRM (Customer relationship Management) Python SQL avaya system Tableau Five9 Power BI WFM tools PowerBI Workforce Analyst BPO Skills Call Centre skills BPO Call center Automation Tools ms excel WFM Analyst BPO Setup WFM Scheduler CRM Tools data visualization tools Call Center experience

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Job Title: MIS Executive – Call Center

Reporting Line: WFM Team Leader

Work set up: Onsite in Exxa Tower Bridgetowne QC

Work schedule: Night Shift

Offer Package: ₱35,000

Start date: ASAP

Job Summary:

The MIS Executive will be responsible for collecting, analyzing, and presenting data related

to call centre operations. This role supports decision-making through the preparation of daily,

weekly, and monthly reports, and ensures accurate data management, performance

tracking, and process optimization.

Key Responsibilities:

• Prepare and maintain daily, weekly, and monthly reports on call center performance metrics (AHT, FCR, SLA, CSAT, etc.).

• Generate real-time and historical data reports to support operations, quality, and workforce management teams.

• Work closely with operations to analyze trends and suggest improvements in agent productivity and efficiency.

• Automate repetitive reporting processes using Excel VBA, macros, or BI tools.

• Coordinate with IT and WFM teams for data integration and system enhancements.

• Maintain dashboards and data visualizations using tools like Excel, Power BI, or Tableau.

• Ensure data accuracy and integrity across multiple databases and reporting platforms.

• Track KPIs and generate insights to support business goals.

• Troubleshoot and resolve data discrepancies and reporting issues.

• Ad-hoc reporting and analysis based on business requirements.

Qualifications and Skills:

• 2+ years of experience in MIS or data analysis roles in a call center or BPO environment.

• Strong knowledge of Excel (Advanced Formulas, Pivot Tables, Charts, Macros).

• Experience with SQL, Power BI, Tableau, or similar data tools is a plus.

• Good understanding of call center metrics and reporting.

• Strong analytical, problem-solving, and communication skills.

• Ability to work independently and under tight deadlines.

• Attention to detail and data accuracy is critical.

Preferred Qualifications:

• Experience with CRM or contact center platforms (e.g., Avaya, Genesys, Five9, AWS

etc).

• Basic understanding of Workforce Management tools.

• Knowledge of scripting or automation tools (e.g., Python, R) is an advantage.

Role

MIS Analyst

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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