Data/Strategy Operations Specialist

Reporting Line: WFM Team Leader

Work set up: Onsite in Exxa Tower Bridgetowne QC

Work schedule: Night Shift

Offer Package: ₱35,000

Start date: ASAP

Job Summary:

The MIS Executive will be responsible for collecting, analyzing, and presenting data related to call centre operations. This role supports decision-making through the preparation of daily, weekly, and monthly reports, and ensures accurate data management, performance tracking, and process optimization.

Key Responsibilities:

 Prepare and maintain daily, weekly, and monthly reports on call center performance metrics (AHT, FCR, SLA, CSAT, etc.).

 Generate real-time and historical data reports to support operations, quality, and workforce management teams.

 Work closely with operations to analyze trends and suggest improvements in agent productivity and efficiency.

 Automate repetitive reporting processes using Excel VBA, macros, or BI tools.

 Coordinate with IT and WFM teams for data integration and system enhancements.

 Maintain dashboards and data visualizations using tools like Excel, Power BI, or Tableau.

 Ensure data accuracy and integrity across multiple databases and reporting platforms.

 Track KPIs and generate insights to support business goals.

 Troubleshoot and resolve data discrepancies and reporting issues.

 Ad-hoc reporting and analysis based on business requirements.

Qualifications and Skills:

 2+ years of experience in MIS or data analysis roles in a call center or BPO environment.

 Strong knowledge of Excel (Advanced Formulas, Pivot Tables, Charts, Macros).

 Experience with SQL, Power BI, Tableau, or similar data tools is a plus.

 Good understanding of call center metrics and reporting.

 Strong analytical, problem-solving, and communication skills.

 Ability to work independently and under tight deadlines.

 Attention to detail and data accuracy is critical.

Preferred Qualifications:

 Experience with CRM or contact center platforms (e.g., Avaya, Genesys, Five9, AWS etc).

 Basic understanding of Workforce Management tools.

 Knowledge of scripting or automation tools (e.g., Python, R) is an advantage.

PRE-SCREENING QUESTIONS:

1. How many years of relevant MIS Executive experience do you have in a BPO environment?

2. How much is your last drawn salary?

3. How much is your salary expectation?

4. Are you able to work onsite in Bridgetowne, Quezon City and during a night shift?

5. Can you start immediately?