MIS Executive - Call Center

Reporting Line: WFM Team Leader

Work set up: Onsite in Exxa Tower Bridgetowne QC

Work schedule: Night Shift

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.
• Coord...