The Role
Responsible for operational reporting, contact center performance analysis, business intelligence dashboards, workforce forecasting, staffing plans, and management insights. The role consolidates and validates data, monitors KPIs, investigates performance gaps, automates reporting, supports capacity planning, and recommends workflow improvements across voice, email, live chat, and social media channels.
Summary Generated by Built In
The MIS Specialist will be responsible for operational reporting, data analysis, performance monitoring, and management insights across the Contact Centre.
This role will ensure that accurate and timely data is available to monitor operational performance, identify trends and gaps, support staffing decisions, and improve overall customer experience and Contact Centre efficiency across Inbound Calls, Live Chat, Email, and social media.
RequirementsKey ResponsibilitiesOperational Reporting & Data Management
- Prepare and deliver daily, weekly, monthly, and ad-hoc operational reports.
- Consolidate, validate, and reconcile data from multiple systems to maintain a single source of truth.
- Monitor and report on key performance indicators, including FCR, CSAT, NPS, AHT, Service Level, and Productivity.
- Automate recurring reports and streamline processes to reduce manual reporting activities.
- Analyze contact center performance by channel, team, agent, and issue type to uncover trends and performance gaps.
- Investigate significant anomalies and performance drops through root cause analysis to assess operational impact.
- Provide actionable insights and data to Team Leads and Managers to support coaching, performance management, and incentive calculations.
- Develop and maintain dashboards that provide executive visibility into performance, workforce efficiency, and service delivery.
- Translate operational data into strategic management insights, highlighting emerging risks and opportunities for improvement.
- Prepare management reports and presentations for strategic stakeholder reviews.
- Support business cases, budgeting, and capacity planning through forward-looking data insights.
- Collaborate cross-functionally with internal teams to obtain and validate operational data.
- Translate stakeholder requirements into practical analytical and reporting solutions.
- Support initiatives involving new products, channels, or systems by providing impact assessments and workforce forecasts.
- Recommend and drive improvements to reporting processes and operational workflows based on data findings.
- Forecast contact center demand and determine staffing requirements based on historical trends, seasonality, and customer volumes.
- Develop and maintain staffing plans, shift schedules, and capacity models across all operational channels.
- Monitor staffing levels against actual demand to identify capacity gaps, overstaffing, or understaffing, and recommend adjustments.
- Track key workforce metrics, including occupancy, utilization, shrinkage, absenteeism, attrition, and schedule adherence.
Qualifications & Experience
- 3–5 years' relevant experience in Contact Centre Analytics, Workforce Management, Operations Analytics, or Business Intelligence.
- Experience working in a high-volume Contact Centre environment, with an understanding of workforce planning and operational performance.
- Experience supporting multiple customer service channels, such as Voice, Email, Live Chat, and social media.
- Experience in fintech, banking, telecommunications, e-commerce, or another customer-focused industry is an advantage.
- Advanced Microsoft Excel skills (Pivot Tables, XLOOKUP, Power Query) and proficiency in Power BI or equivalent dashboard tools.
- Experience using Contact Centre, CRM, telephony, or Workforce Management (WFM) systems.
- Solid understanding of Contact Centre operations, workforce metrics, KPIs, and forecasting methodologies.
- Strong analytical, problem-solving, and stakeholder communication skills, with the ability to translate data into actionable business insights.
Skills Required
- 3-5 years of relevant experience in Contact Centre Analytics, Workforce Management, Operations Analytics, or Business Intelligence
- Experience working in a high-volume Contact Centre environment
- Understanding of workforce planning and operational performance
- Experience supporting Voice, Email, Live Chat, and social media customer service channels
- Advanced Microsoft Excel skills, including Pivot Tables, XLOOKUP, and Power Query
- Proficiency in Power BI or equivalent dashboard tools
- Experience using Contact Centre, CRM, telephony, or Workforce Management systems
- Understanding of Contact Centre operations, workforce metrics, KPIs, and forecasting methodologies
- Strong analytical and problem-solving skills
- Strong stakeholder communication skills and ability to translate data into actionable insights
- Experience in fintech, banking, telecommunications, e-commerce, or another customer-focused industry
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The Company
What We Do
At Renmoney, we believe finance should be simple, useful and accessible to everyone. That’s what makes us really passionate about leveraging data driven insights to help us understand you better and build useful financial products for your personal and business needs - like convenient loans to help you do more today, savings to keep you on track for your goals and investments that’ll generate more money for you. We run a hybrid work model with some of our employees working fully remote and others working remotely and coming into the office a few times a week.
