About the role
Key Responsibilities
MIS Reporting & Data Management
- Prepare daily, weekly, and monthly MIS reports for management review.
- Consolidate data from multiple sources and maintain data integrity.
- Ensure timely delivery of business reports with high accuracy.
- Develop and maintain reporting templates and databases.
Dashboard & Analytics
- Create and manage dashboards using Excel, Power BI, or other reporting tools.
- Analyse operational and customer service performance metrics.
- Generate insights and recommendations based on data trends.
- Support leadership with ad-hoc analysis and reporting requirements.
Process Automation
- Identify opportunities to automate manual reporting processes.
- Develop automated reports using Excel formulas, Power Query, Power Pivot, VBA, Python or Power Automate.
- Improve reporting efficiency and reduce manual intervention.
Performance Tracking
- Track KPIs and business performance indicators.
- Monitor SLA adherence, productivity, quality scores, customer complaints, and other operational metrics.
- Highlight performance gaps and areas requiring management attention.
Data Quality & Governance
- Validate data accuracy and consistency across reports.
- Maintain proper documentation and version control of reports.
- Ensure confidentiality of business data.
Key Performance Indicators (KPIs)
- Report Accuracy
- On-Time Report Submission
- Dashboard Utilization
- Data Quality Score
- Automation Initiatives Implemented
- Turnaround Time for Ad-hoc Requests
- Reporting Process Efficiency
Qualifications
- Bachelor's Degree in related field.
- 1-4 years of experience in MIS Reporting, Data Analysis, or Business Reporting.
- Experience in customer service, operations, or BPO environments will be an added advantage.
Technical Skills
Mandatory
- Advanced Microsoft Excel
- Pivot Tables
- XLOOKUP/VLOOKUP
- INDEX-MATCH
- IF, SUMIFS, COUNTIFS
- Data Validation
- Conditional Formatting
- Dashboard Creation
Preferred
- Power BI
- Power Query
- Power Pivot
- Power Automate
- Power Apps
- Python
- VBA/Macros
- SQL Basics
- Microsoft Office Suite
Behavioural Competencies
- Strong analytical and problem-solving skills.
- High attention to detail and accuracy.
- Excellent organizational skills.
- Ability to manage multiple reports simultaneously.
- Strong communication and stakeholder management skills.
- Proactive mindset with continuous improvement orientation