Job Description – MIS Analyst (Customer Support Operations)

Role Overview

We are seeking a detail-oriented and proactive MIS Analyst to support our Customer

Support Operations team. This role is critical in driving operational excellence by managing

data, preparing insightful reports, and enabling data-driven decision-making. The ideal

candidate should have strong analytical skills, technical expertise in reporting tools, and

good understanding of contact center operations.

Key Responsibilities

 Collect, validate, and analyze operational and customer support data to ensure accuracy

and reliability.

 Design, maintain, and publish daily, weekly, and monthly MIS reports & dashboards for

leadership and team review.

 Monitor and track key performance metrics (SLA, AHT, FCR, CSAT, ticket backlog,

resolution %, shrinkage, adherence, absenteeism, agent productivity).

 Automate recurring reports, develop macros, and optimize data processes to reduce

manual efforts and improve accuracy.

 Partner with Operations Managers and Process Excellence teams to identify

performance gaps and recommend actionable improvements.

 Prepare ad-hoc reports, variance analysis, and business review presentations for

decision-making and audits.

 Ensure strict compliance with data accuracy, governance, and timely delivery standards.

 Monitor dialer operations (call routing, queue performance, campaign analysis) and

integrate insights into MIS dashboards.

 Collaborate with cross-functional teams (Training, Quality, WFM, Product, Technology)

to drive process improvements.

 Create root cause analysis (RCA) reports for escalations, SLA breaches, or anomalies.

 Build business intelligence dashboards (Excel, Power BI, Tableau, etc.) for better

visualization and insights.

 Document MIS processes, SOPs, and reporting workflows for consistency and

knowledge management.

 Conduct trend analysis and forecasting to support workforce planning, volume

projections, and business strategy.

Skills & Qualifications

 Graduate from any stream (preferably with strong aptitude in data and analytics).

 Advanced expertise in MS Excel (Pivot Tables, Power Query, Advanced Formulas,

Dashboards, Macros).

 Working knowledge of SQL for data querying; familiarity with Power BI/Tableau

preferred.

 Understanding of CRM systems, dialer operations, and customer support workflows.

 Strong analytical, problem-solving, and logical reasoning skills.

 Knowledge of contact center KPIs and reporting standards.

 Excellent communication skills to present insights effectively.

 Ability to manage large datasets accurately under tight timelines.

Preferred Experience

 Prior experience in MIS Reporting, Business Analysis, or Customer Support Operations

analytics.

 Exposure to contact center operations, CRM workflows, and dialer management.

 Experience in automation, process optimization, and business intelligence reporting.