Role Objective

The MIS Senior Specialist is responsible for designing, managing, and delivering accurate and timely reports, dashboards, and data insights that support operational excellence and client requirements. This role ensures that e& CX Solutions leverages data effectively to monitor performance, enhance decision-making, and drive customer experience improvements. It is a business intelligence and reporting role within the BPO/contact center industry, not related to IT infrastructure, networking, or cybersecurity.

Key Responsibilities

• Develop, manage, and deliver daily, weekly, and monthly reports for internal operations and client requirements.
• Design and maintain dashboards that provide visibility into KPIs such as NPS, FCR, Quality, and productivity.
• Manage and validate master data to ensure accuracy, consistency, and compliance with company policies.
• Generate insights from large datasets to identify trends, gaps, and opportunities for improvement.
• Collaborate with operations, WFM, quality, and commercial teams to define reporting requirements and deliver actionable analytics.
• Ensure timely and accurate delivery of reports from single or multiple data systems.
• Continuously improve the reporting environment, including data sources, security, and metadata.
• Identify opportunities for automation and process optimization in reporting workflows.
• Safeguard confidential data and ensure compliance with data governance standards.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Computer Science, Statistics, or a related field.
• 2–4 years of experience in MIS, data analysis, or reporting within the BPO/contact center industry.
• Strong proficiency in Excel, SQL, Power BI(or similar BI tools).
• Experience in handling large datasets and translating them into meaningful insights.
• Solid understanding of CX performance metrics and BPO operating models.
• Excellent analytical, problem-solving, and communication skills.
• Ability to work under pressure and deliver accurate outputs within tight deadlines.
• Note: Backgrounds focused on IT infrastructure, networking, or cybersecurity are not aligned with this role.

Key Competencies

• Customer-centric mindset with a focus on enabling operational excellence through data.
• Strong business acumen and commercial awareness.
• Analytical and detail-oriented with the ability to translate data into actionable insights.
• Ability to collaborate cross-functionally and influence stakeholders.
• Proactive, organized, and capable of managing multiple priorities.
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