The Responsibilities:
● Manages day to day operation MIS team that use business data and statistical methods
to provide insight into business performance and suggest area and methods of
improving operations.
● Implements and oversees the analytical approaches and methodologies. Developing
strategies, and making suggestions for improvement, insight, and recommendations to
management for decision making and strategic planning.
● Controls and develops internal/external information sources for business analysis.
Manages subordinate staff in the day-to-day performance of their jobs.
● Ensures that project/department milestones/goals are met and adhering to approved
budgets.
● Extensive knowledge of department processes.
● Will be doing analytics on operational performance metrics
● Analyze performance, correlate metrics and drive targeting action plan
● Provide recommendations to improve account performance
● Will be doing a deep dive analysis of the performance
● Give presentation of analysis to stakeholders and clients
● Supervises personnel under the Department such as MIS Analyst – develops, coaches,
and motivates personnel on day-to-day activities.
● Maintains strong customer service orientation in dealing with various departments and
Department heads.
● Performs other duties that may be requested from time to time.

Knowledge, Skill Set & Qualifications Required
● Background with Workforce facets such as capacity planning, forecasting and other
Workforce metrics/calculations – call volumes, AHT, adherence, intraday patterns, root
cause analysis
● Effective communication and interpersonal skills
● Excellent presentations skills (Powerpoint, Excel, Google sheets etc.)
● Proficient in analysis and interpretation of data
● Strong leadership abilities and good time management skills
● Excellent problem-solving and management skills
● Experienced in managing a team
● Ability to train junior staff