نوع العمل : عمل كلى
الخبرة : 3-5 سنة
الراتب : not mentioned
المكان : Egypt
الخبرة : 3-5 سنة
الراتب : not mentioned
المكان : Egypt
Job Details
Experience Needed:2 to 4 years
Career Level:Manager
Education Level:Bachelor's Degree
Salary:Confidential, Unlimited Commissions
Job Categories:
Skills And Tools:
Job Description
- Supervise daily MIS operations and reporting activities for the call center
- Prepare and analyze daily, weekly, and monthly reports (KPIs, SLAs, productivity)
- Monitor call center metrics such as:
- AHT (Average Handle Time)
- ASA (Average Speed of Answer)
- Service Level
- Ensure data accuracy and consistency across all reports and dashboards
- Develop and maintain automated reports and dashboards using Excel, Power BI, or similar tools
- Coordinate with Operations, Workforce Management (WFM), and Quality teams to validate data
- Identify trends, gaps, and performance issues and highlight them to management
Job Requirements
- Bachelor’s degree (Business, IT, Statistics, or related field preferred)
- 2–4 years of experience in MIS / Reporting within a call center environment
- Strong understanding of call center KPIs and operations
- Advanced Excel skills (Pivot Tables, Power Query, VLOOKUP/XLOOKUP, macros preferred)
- Experience with reporting tools such as Power BI, Tableau, or similar
- Strong analytical and problem-solving skills
- High attention to detail and data accuracy
- Ability to work under pressure and meet tight deadlines
- Very good to excellent English communication skills