MIS Analyst

23 hours ago

Noida, Uttar Pradesh, India Paytm Full time ₹ 5,00,000 - ₹ 12,00,000 per year

Associate- MIS Analyst

Job Description – MIS Analyst (Customer Support Operations)
Role OverviewWe are seeking a detail-oriented and proactive MIS Analyst to support our CustomerSupport Operations team. This role is critical in driving operational excellence by managingdata, preparing insightful reports, and enabling data-driven decision-making. The idealcandidate should have strong analytical skills, technical expertise in reporting tools, andgood understanding of contact center operations.Key Responsibilities Collect, validate, and analyze operational and customer support data to ensure accuracyand reliability. Design, maintain, and publish daily, weekly, and monthly MIS reports & dashboards forleadership and team review. Monitor and track key performance metrics (SLA, AHT, FCR, CSAT, ticket backlog,resolution %, shrinkage, adherence, absenteeism, agent productivity). Automate recurring reports, develop macros, and optimize data processes to reducemanual efforts and improve accuracy. Partner with Operations Managers and Process Excellence teams to identifyperformance gaps and recommend actionable improvements. Prepare ad-hoc reports, variance analysis, and business review presentations fordecision-making and audits. Ensure strict compliance with data accuracy, governance, and timely delivery standards. Monitor dialer operations (call routing, queue performance, campaign analysis) andintegrate insights into MIS dashboards. Collaborate with cross-functional teams (Training, Quality, WFM, Product, Technology)to drive process improvements. Create root cause analysis (RCA) reports for escalations, SLA breaches, or anomalies. Build business intelligence dashboards (Excel, Power BI, Tableau, etc.) for bettervisualization and insights. Document MIS processes, SOPs, and reporting workflows for consistency andknowledge management. Conduct trend analysis and forecasting to support workforce planning, volumeprojections, and business strategy.
Skills & Qualifications Graduate from any stream (preferably with strong aptitude in data and analytics). Advanced expertise in MS Excel (Pivot Tables, Power Query, Advanced Formulas,Dashboards, Macros). Working knowledge of SQL for data querying; familiarity with Power BI/Tableaupreferred.
 Understanding of CRM systems, dialer operations, and customer support workflows. Strong analytical, problem-solving, and logical reasoning skills. Knowledge of contact center KPIs and reporting standards. Excellent communication skills to present insights effectively. Ability to manage large datasets accurately under tight timelines.Preferred Experience Prior experience in MIS Reporting, Business Analysis, or Customer Support Operationsanalytics. Exposure to contact center operations, CRM workflows, and dialer management. Experience in automation, process optimization, and business intelligence reporting. Experience LevelMid Level

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