MIS Specialist

The MIS Specialist will be responsible for operational reporting, data analysis, performance monitoring, and management insights across the Contact Centre.

This role will ensure that accurate and timely data is available to monitor operational performance, identify trends and gaps, support staffing decisions, and improve overall customer experience and Contact Centre efficiency across Inbound Calls, Live Chat, Email, and social media.

Requirements

Key Responsibilities

Operational Reporting & Data Management

• Prepare and deliver daily, weekly, monthly, and ad-hoc operational reports.
• Consolidate, validate, and reconcile data from multiple systems to maintain a single source of truth.
• Monitor and report on key performance indicators, including FCR, CSAT, NPS, AHT, Service Level, and Productivity.
• Automate recurring reports and streamline processes to reduce manual reporting activities.

Performance & Customer Contact Analysis

• Analyze contact center performance by channel, team, agent, and issue type to uncover trends and performance gaps.
• Investigate significant anomalies and performance drops through root cause analysis to assess operational impact.
• Provide actionable insights and data to Team Leads and Managers to support coaching, performance management, and incentive calculations.

Business Intelligence & Mana