MIS EXECUTIVE

Job Description:

Monitors the queue real-time and addresses issues that could impact SLAs.
Act as a point of contact for all technical issues that could impact delivery and SLAs. Escalates unresolved issues after allocated time.
Tracks real-time impact of technical issues on productivity.
Reviews SLAs performance from previous week and prepares RCAs whenever required.
Preparing agent schedules and align them to volume arrival pattern to ensure SLAs are met.
Analyze scheduling outputs simulation and recommend changes whenever necessary.
Generates schedule adherence, conformance and attendance reports on a daily basis to to monitor performance against plan
Preparing Daily, weekly reports on SLAs and Productivity.
Coordinate with internal and external stakeholders on items related to capacity planning and hiring.
Maintain process documents for WFM Scheduling including Standard Operating Procedures and day to day activities
Maintain Skilling sets for Agents and Database
Identify recurring problems with system processes and policies

Qualifications & Mandatory Skills:

3-4 years experience in a reporting role
College/Bachelor's graduate of any field
Advance knowledge of MS Excel, Power BI/VBA/Programming
Experience of using Genesys, PureCloud & Cisco tool
Good Communication skills
Flexible for 24x7 shift timings
Open for Split week offs
Strong Analytical and Problem solving skills.
Proven experience analyzing, interpreting and summarizing complex data as it relates to call center technologies.

Management Information System (MIS) Analyst w/ Power BI/VBA/Excel Knowledge