Associate- MIS Analyst

Position: Associate-  MIS Analyst
Job Description  – MIS Analyst (Customer Support Operations)

Role Overview
We are seeking a detail-oriented and proactive MIS Analyst to support our Customer
Support Operations team. This role is critical in driving operational excellence by managing
data, preparing insightful reports, and enabling data-driven decision-making. The ideal
candidate should have strong analytical skills, technical expertise in reporting tools, and
good understanding of contact center operations.

Key Responsibilities
Collect, validate, and analyze operational and customer support data to ensure accuracy
and reliability.
Design, maintain, and publish daily, weekly, and monthly MIS reports & dashboards for
leadership 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 reduce
manual efforts and improve accuracy.
Partner with Operations Managers and Process Excellence teams to identify
performance gaps and recommend actionable improvements.
Prepare ad-hoc reports, variance analysis, and business review presentations for
decision-making and audits.
Ensure strict compliance with data accuracy, governance, and timely delivery standards.
Monitor dialer operations (call routing, queue performance, campaign analysis) and
integrate 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 better
visualization and insights.
Document MIS processes, SOPs, and reporting workflows for consistency and
knowledge management.
Conduct trend analysis and forecasting to support workforce planning, volume
projections, and business strategy.

Skills & Qualifications
Experience in insurance sector is Must.
Advanced expertise in MS Excel (Pivot Tables, Power Query, Advanced Formulas,
Dashboards, Macros).
Working knowledge of SQL for data querying; familiarity with Power BI/Tableau
preferred.

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 Operations
analytics.
Exposure to contact center operations, CRM workflows, and dialer management.
Experience in automation, process optimization, and business intelligence reporting.