Sr. Executive MIS A2

EXL Service is appointing a Senior Executive MIS A2 to manage management information systems for call center operations. Core duties include developing, maintaining, and distributing daily, weekly, and monthly reports on performance metrics such as call volume, average handle time, service levels, and customer satisfaction. You will create and manage dashboards for real-time visibility into call center performance, ensure data accuracy and consistency across all reporting platforms, and analyze call center data to identify trends, patterns, and areas for improvement. Based on your analysis, you will provide actionable insights and recommendations to management. Additional responsibilities involve tracking and reporting on key performance indicators and service level agreements, troubleshooting issues with MIS tools and data reporting, and assisting in workforce planning by analyzing historical data and forecasting future call volumes.