Y-Axis Jobs Logo
Send us feedback
telephone  +91 7670 800 001
Log in Sign up Try Premium
LAM EB - WFM & MIS at EXL Talent Acquisition Team
, , India -
Full Time

Start Date

Immediate

Expiry Date

21 Sep, 26

Salary

0.0

Posted On

23 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Data Analysis, Workforce Management, MIS Reporting, Microsoft Excel, Power BI, SQL, Python, Forecasting, KPI Tracking, Dashboard Management

Industry

Business Consulting and Services

Description
* Develop, maintain, and distribute daily, weekly, and monthly reports on call center performance metrics, including call volume, average handle time, service levels and customer satisfaction * Create and manage dashboards to provide real-time visibility into call center performance * Ensure data accuracy and consistency across all reporting platforms * Analyze call center data to identify trends, patterns, and areas for improvement * Provide actionable insights and recommendations to management based on data analysis * Track and report on key performance indicators (KPIs) and service level agreements (SLAs) * Troubleshoot and resolve any issues related to MIS tools and data reporting * Assist in workforce planning by analyzing historical data and forecasting future call volumes * Support strategic initiatives by providing data-driven insights and recommendations * Work closely with call center management, operations, and training teams to align reporting with operational needs * Communicate findings and insights effectively to stakeholders through presentations and reports * Ensure that all reports and data management practices comply with company policies and industry regulations * Maintain thorough documentation of data sources, reporting processes, and system configurations
Responsibilities
Manage and analyze call center operational data to generate performance reports and real-time dashboards. Provide actionable insights and workforce planning forecasts to improve operational efficiency and meet SLAs.