Sr. Executive MIS A2 at EXL Talent Acquisition Team

Pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

06 Sep, 26

Salary

0.0

Posted On

08 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Data Analysis, MIS Reporting, Dashboard Management, KPI Tracking, SLA Monitoring, Workforce Planning, Forecasting, Call Center Operations, Stakeholder Communication, Data Accuracy, Trend Analysis, Business Intelligence

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 EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com [http://www.exlservice.com/]. EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers. EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration – and we’ve been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that’s unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It’s our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we’re some of the best in the business. Contact us to see how we can help you achieve your goals.

Responsibilities

Manage and analyze call center performance metrics to create reports and real-time dashboards. Provide actionable insights and recommendations to management to improve operational efficiency and align with strategic goals.