Call Centre MIS Executive

Skipper Eye-Q Super Speciality Eye Hospital is seeking a detail-oriented Call Centre MIS Executive to manage, analyze, and report call center performance data. The role focuses on generating accurate insights to improve operational efficiency, monitor service levels, and support management decision-making.

Prepare daily, weekly, and monthly performance reports including metrics such as Average Handling Time, Abandonment Rate, and Agent Utilization

Collect, validate, and ensure accuracy of data from multiple call center systems and sources

Monitor Service Level Agreements (SLA) to ensure compliance with operational targets

Automate reporting processes using Excel tools such as VBA, Macros, PivotTables, and advanced formulas

Analyze operational data to identify trends, bottlenecks, and performance gaps

Forecast call volumes to support workforce planning and scheduling decisions

Maintain data integrity and support continuous improvement of reporting systems

Present clear and actionable reports to management for decision-making

Degree in Computer Science, Statistics, Data Science, or a related field (preferred)

Previous experience as an MIS Executive or Data Analyst, ideally within a call center or BPO environment

Strong expertise in Advanced Microsoft Excel (VBA, Macros, PivotTables, formulas)

Familiarity with CRM or call center dialer systems

Knowledge of data visualization tools such as Power BI or Tableau is an advantage

Strong analytical and problem-solving skills

Ability to interpret complex data and present insights clearly to management

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