Reporting / MIS Analyst (Contact Centre)

Role overview

This position is for an analytical reporting professional who can support contact centre operations with accurate MIS outputs, dashboard creation, and performance analysis. The role focuses on preparing operational reports, tracking KPIs, identifying trends, and turning data into practical recommendations that improve efficiency and customer experience.

What you will do

• Compile and share operational reports on a daily, weekly, monthly, and ad-hoc basis for contact centre teams.
• Design, update, and streamline dashboards and MIS reporting tools.
• Review contact centre performance data and suggest ways to improve results.
• Track and report core KPIs such as Service Level, AHT, Occupancy, Adherence, Shrinkage, Abandonment Rate, FCR, CSAT, and Productivity.
• Pull data from different systems and databases, then verify it before use.
• Maintain high standards of accuracy, consistency, and integrity across all reporting outputs.
• Spot patterns, trends, and business insights through structured analysis.
• Work closely with Operations, Workforce Management, Quality Assurance, and Training teams to meet reporting needs.
• Help leadership make informed decisions by providing clear data summaries and performance reviews.
• Prepare senior-level presentations and executive reporting packs.
• Replace manual report steps with automated processes to save time and increase efficiency.
• Keep documentation and reporting procedures up to date.

Education and experience

A bachelor's degree is required in Business Administration, Statistics, Mathematics, Information Systems, Computer Science, or another relevant discipline. The role calls for 3 to 5 years of experience in reporting, MIS, data analysis, or a similar position within a contact centre or call centre setting. Candidates should have practical exposure to operational reporting, KPI analysis, and dashboard creation.

Technical skills

Advanced Excel capability is expected, including Pivot Tables, XLOOKUP/VLOOKUP, Power Query, Power Pivot, and Macros. Experience using Power BI, Tableau, or comparable business intelligence platforms is needed, along with working knowledge of SQL for extraction and reporting. Strong data analysis and data visualization ability is important, as is familiarity with contact centre systems such as Genesys, NICE, Verint, Avaya, Cisco, or similar tools. Experience automating reports and building dashboards is also required.