Operations MIS Reporting Analyst

Are you a highly analytical and detail-oriented professional passionate about transforming data into actionable insights? We are actively seeking an experienced Operations MIS Reporting Analyst to join a leading and dynamic organization based in Pune. This pivotal full-time role offers an exciting opportunity to leverage your expertise in Management Information Systems (MIS) and workforce reporting to drive operational excellence and strategic decision-making.

As an integral part of our team, the Operations MIS Reporting Analyst will be responsible for the comprehensive preparation, analysis, and dissemination of critical daily, weekly, and monthly performance reports. You will monitor key performance indicators, develop insightful dashboards, and provide robust data analysis to various stakeholders. If you possess strong proficiency in Advanced MS Excel, experience with WFM tools, and a proven track record in a BPO or Call Center environment, we invite you to contribute your skills to our growing team.

Key Responsibilities

• Develop, prepare, and deliver precise daily, weekly, and monthly Management Information System (MIS) reports for various operational departments and leadership.
• Proactively monitor, track, and analyze agent performance, productivity metrics, service levels, and other operational key performance indicators (KPIs).
• Design, build, and maintain intuitive dashboards, scorecards, and comprehensive performance reports that effectively visualize complex operational data.
• Conduct in-depth data analysis to identify trends, variances, root causes, and provide actionable insights and strategic recommendations to stakeholders and senior management.
• Actively support and contribute to workforce planning, forecasting, and scheduling activities through accurate and timely reporting.
• Ensure the highest level of report accuracy, data integrity, and timely delivery, strictly adhering to established deadlines and reporting cycles.
• Collaborate closely with operations managers and other cross-functional teams to understand specific reporting requirements and continuously improve data collection and reporting processes.
• Perform ad-hoc reporting and analysis as required to support business initiatives and address specific operational challenges.

Requirements

• A minimum of 1 year of hands-on experience in MIS Reporting or Workforce Management, with a preference for experience gained within a BPO or Call Center environment.
• Exceptional working knowledge and advanced proficiency in MS Excel, including mastery of complex formulas, pivot tables, VLOOKUPs, and advanced data visualization techniques.
• Demonstrated strong analytical, problem-solving, and critical thinking skills, with the ability to interpret large datasets and translate findings into clear, concise reports.
• Prior experience with Workforce Management (WFM) tools such as AVAYA, Verint, NICE IEX, or Aspect eWFM will be considered a significant advantage.
• Excellent communication skills, both written and verbal, with the ability to present complex information clearly and effectively to diverse audiences.
• Proven ability to work independently, manage multiple priorities concurrently, and thrive in a fast-paced, deadline-driven environment.
• Must possess a Graduate degree in any discipline from a recognized university or institution.
• Strong attention to detail and a commitment to producing high-quality, error-free reports.

What We Offer

• The opportunity to join a leading organization with a strong market presence and a commitment to innovation.
• A stimulating and collaborative work environment where your contributions are valued and impactful.
• Continuous professional development and opportunities for skill enhancement in reporting and data analysis.
• A competitive salary package along with comprehensive benefits.
• Be a crucial part of a team that drives operational efficiency and strategic growth through data-driven insights.

If you are ready to take on a challenging and rewarding role as an Operations MIS Reporting Analyst and contribute to the success of our operations in Pune, we encourage you to apply. We are looking for individuals who are passionate about data and eager to make a significant difference.