Management Information Systems – Call Center

Design and maintain MIS reports that provide actionable insights on call center performance metrics, enabling data-driven decision-making.Analyze data trends and customer feedback to identify areas for improvement in service delivery and operational efficiency.Collaborate with IT to ensure that call center software and systems are integrated and functioning optimally for seamless operations.Develop and implement training programs for staff on new technologies and reporting tools to enhance their effectiveness and productivity.Monitor and evaluate key performance indicators (KPIs) to ensure targets are met and prepare regular performance reports for management. Bachelor’s degree in Management Information Systems, Business Administration, or a related field is essential.A minimum of 2 years of experience in a call center environment with a focus on data analysis and reporting.Proficiency in data analysis tools such as Excel, SQL, or specialized MIS software is required.Certification in call center management or data analytics would be advantageous.Experience in project management and process improvement methodologies, such as Six Sigma, is preferred.