Job Description
MIS/Senior Executive – Data Analyst
International US Call Centre (Outbound / Inbound)
📍 Mohali (WFO) | 🌙 US Night Shift | ⏱ Full-Time
Role Overview
We are seeking a MIS Executive / Senior Executive with strong data analysis capabilities to own workforce planning, real-time performance management, and leadership-level MIS for a US Call Center.
This role blends WFM expertise with advanced Excel-driven data analysis, enabling informed decisions on staffing, productivity, cost control, and SLA delivery.
Key Responsibilities
Workforce Management & Real-Time Operations
- Forecast call / lead volumes and plan short & long-term manpower
- Create schedules, rosters, and shrinkage plans for US time zones
- Manage real-time adherence (RTA) and intraday adjustments
- Monitor absenteeism, utilization, OT/VT...