Job description

Role: MIS Analyst

Designation: Sr Officer

Mphasis Resource Level - 3

Department: Operations Support

Reports to: Team Leader or Manager

Summary:

The MIS Analyst is responsible for compiling, maintaining, and distributing reports, including Daily, Weekly, and monthly reports. Develop consistent Global reporting methodology to solution, standardize, and automate all reports.

Responsibilities:

 Compile, maintain, and distribute reporting including Daily Reporting – compile and report all work coming in and completed; Weekly Reporting – compilation of above Daily Report covering each calendar week of work; Monthly Reporting – Monthly Report package compilation of Daily Report covering every calendar month for each line of business in multiple formats

 Validate accuracy of data to identify any possible issues or concerns

 Enhanced reporting system implementation to automate (using VBA) recurring reports: Develop consistent reporting methodology with Senior Management to solution, standardize, and automate all Global reports

 Excellent metrics and analytical skills

 Self-motivated, dynamic team player assisting team to strengthen Global reporting

 Ability to be agile in a fast paced and complex work environment

 Assist Work Force management with call flow analysis and suggestions

 Work closely with management and other site personnel to achieve high level goals and promote a focus, goal driven environment

 Maintain and track accurate records of PTO accruals, attendance, and time off usage via Workforce Management system

 Observe and monitor inbound and outbound call volume and create a strategic plan to improve and maintain KPI attainment

 Identify and analyze data trends as they develop and communicate recommendations effectively to management in order to maintain KPI’s

 Provide recommended intervention activities to address quality metric opportunities identified

 Work with Operations, and Remote Centers to manage and resolve downtime and telephony issues

 Send out hourly performance updates including interval and intraday SLs, % to forecast, ASA, and callouts

Required Skills:

 Excellent MS Excel skills and good knowledge of other MS office applications.

 Should know macros

 Excellent Analytical Skills and attention to detail

 Highly numerate with real ability to manipulate numerical data

 Ability to work independently and be accountable for the expected client deliverables

 Demonstrated ability to communicate effectively and professionally with internal and external associates

 Ability to exhibit professionalism

 Good communication skills and ability to influence key decision makers

 Excellent data analysis skills – with high level of attention to detail

 Brings professional knowledge related to the role assigned and area supported by applying:

Education:

 Graduation in any stream, Diploma holder, or high school pass out.

Working conditions and requirements:

 Training and work location from office.

 Should be ready to work in a 24x7 environment with rotational shifts

 Work From Home will be at company’s discretion only

 In case of work from home, should have a reliable and fast WiFi connection at home.

 In case of work from home, should be ready to connect via video during training and 1 on 1 discussions.

 Should have a safe and suitable work environment at home

 Should be able to work as per the break/lunch timings allocated by the supervisor

Selection Criteria:-

 MS Excel Test

 Interview

Skills

PRIMARY COMPETENCY : WFM PRIMARY SKILL : Schdlg&Capacity Planning PRIMARY SKILL PERCENTAGE : 100