Job description
MIS/Senior Executive – Data Analyst International US Call Centre (Outbound / Inbound) 📍 Mohali (WFO) | 🌙 US Night Shift | ⏱ Full-Time Role Overview We are seeking a MIS Executive / Senior Executive with strong data analysis capabilities to own workforce planning, real-time performance management, and leadership-level MIS for a US Call Center.
This role blends WFM expertise with advanced Excel-driven data analysis , enabling informed decisions on staffing, productivity, cost control, and SLA delivery.
Key Responsibilities Workforce Management & Real-Time Operations Forecast call / lead volumes and plan short & long-term manpower Create schedules, rosters, and shrinkage plans for US time zones Manage real-time adherence (RTA) and intraday adjustments Monitor absenteeism, utilization, OT/VTO, and occupancy Support new hire ramp-up and batch productivity tracking MIS, Reporting & Data Analysis (Core Focus) Own Daily / Weekly / Monthly MIS for operations and leadership Build advanced Excel-based dashboards and automated reports Perform deep-dive data analysis on productivity, SLA, cost, and revenue trends Analyse agent, team, and campaign-level performance patterns Provide actionable insights and recommendations to Ops leadership Ensure data accuracy across dialler, CRM, attendance, and HR systems Support incentive modelling and performance improvement initiatives Stakeholder Collaboration Partner with Operations, QA, Training, HR, and Leadership Support hiring plans, attrition analysis, and capacity decisions Participate in internal and client performance reviews as required Key Metrics Owned Forecast Accuracy & Schedule Adherence Shrinkage, Utilization & Occupancy SLA / Productivity Achievement MIS Accuracy, Timeliness & Insight Quality Mandatory Requirements 4–6 years’ experience in WFM / MIS / Operations Analytics in an International Call Centre Strong exposure to US night shift operations Advanced MS Excel skills (Pivot Tables, XLOOKUP, formulas, dashboards) Strong analytical mindset with ability to translate data into decisions Hands-on experience in real-time monitoring & intraday management Great to Have & Required Experience with Convoso and other prominent outbound diallers (Highly Preferred) Exposure and excellent MS Excel, Power BI / Tableau Outbound sales or revenue-driven process experience Why This Role High-impact, data-driven decision-making role Direct exposure to US clients and leadership Clear growth path to WFM Lead / MIS Manager / Ops Analytics roles
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