MIS Executive – Call Center

Gratitude Inc

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1 day ago

MIS Executive – Call Center

3-4 Year(s)

30 - 35 Thousand p.m

Quezon Calabarzon (Lucena)

Job Description

Key Skills

Accounts Accounts Management Accuracy Administration Assessment of Risk

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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

Customer Care Officer

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Miracle Macaulay

Recruiter - Gratitude Inc

NA, nigeria

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Quezon Calabarzon, Philippines

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