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Senior Manager MIS- Thane
2 months ago
Key Result Areas
Supporting Actions
Data Collection and Analysis:
Gather and compile data from various call centre systems and sources related to outbound calls. Analyze outbound call centre performance metrics, including call volumes, call success rates, conversion rates, and agent productivity. Identify trends, patterns, and insights from the data to improve outbound call centre operations and customer outreach strategies.MIS Reporting:
· Develop and maintain daily, weekly, and monthly MIS reports to provide performance insights to management and other stakeholders. · Create dashboards and data visualizations to present key performance indicators (KPIs) and performance trends effectively. · Generate ad-hoc reports as required to address specific business needs or performance concerns.Database Management
Maintain and update the call centre’s databases related to outbound calls, customer details, and campaign outcomes. Ensure data accuracy, integrity, and security in the call centre databases. Implement data quality checks and regular data audits to identify and resolve discrepancies.Process Improvement & Performance Evaluation
Monitor and evaluate the effectiveness of outbound call center campaigns and strategies. Assess agent performance and track key metrics to provide feedback to call center managers and optimize performance. Propose data-driven solutions to enhance outbound call center efficiency and customer outreach effectiveness. Implement performance improvement initiatives and track their impact on call center KPIs.