Skipper Eye-Q Speciality eye hospital is an international eye hospital with chain presence of 42 eye hospitals in India and Nigeria.
Description
- A Call Centre MIS (Management Information System) Executive will be responsible forcollecting, analyzing, and reporting call center performance data, such as SLA compliance, call volumes, and agent productivity.
- They ensure data accuracy, create daily/monthly reports, and use tools like Excel to provide actionable insights for improving operational efficiency.
Key Responsibilities
- Reporting & Analytics: Preparing daily, weekly, and monthly performance reports (e.g., Average Handling Time, Abandonment Rate, Agent Utilization) for management.
- Data Validation: Ensuring the accuracy and integrity of data collected from multiple sources.
- SLA Monitoring: Tracking Service Level Agreements (SLA) to ensure contractual obligations are met.
- Process Automation: Using VBA, Macros, and advanced Excel to automate repetitive reporting tasks.
- Trend Analysis: Analyzing data to identify operational bottlenecks and forecasting call volumes for workforce planning.
Requirements
- Education: A Degree in Computer Science, Statistics, or a related field is often preferred, though not always required.
- Experience: Previous experience as an MIS executive or data analyst, ideally within a BPO/call center environment.
- Technical Skills: Expert knowledge of MS Office (especially Advanced Excel, formulas, PivotTables, and VBA/Macros).
- Analytical Skills: Strong analytical capabilities to interpret complex data and provide insights.
- Communication: Ability to present technical data in a clear format to management.
Key Tools:
- Advanced MS Excel (VBA, Macros).
- Call center CRM software/dialers.
- Data visualization tools (e.g., Power BI, Tableau).
Method of Application
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