Reporting / MIS Analyst (Contact Centre)
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
TP is seeking a detail-oriented Reporting / MIS Analyst to support Contact Center operations through accurate reporting, dashboard development, and performance analysis. The role involves generating operational reports, monitoring KPIs, and providing actionable insights to improve efficiency and customer experience.
Key Skills for This Role
Responsibilities
- Prepare and distribute daily, weekly, monthly, and ad hoc reports for Contact Center operations
- Develop, maintain, and automate operational dashboards and MIS reports
- Analyze Contact Center performance metrics and provide recommendations for performance improvement
- Monitor and report on key KPIs, including Service Level, AHT, Occupancy, Adherence, Shrinkage, Abandonment Rate, FCR, CSAT, and Productivity
- Extract, validate, and analyze data from multiple systems and databases
- Ensure data accuracy, consistency, and integrity across all reports
- Identify trends, patterns, and business insights through data analysis
- Collaborate with Operations, Workforce Management, Quality Assurance, and Training teams to support reporting requirements
- Support management with data driven decision making and performance reviews
- Create executive level reports and presentations for senior stakeholders
- Automate manual reporting processes to improve efficiency and reduce reporting turnaround time
- Maintain reporting documentation and standard operating procedures
Requirements
- Bachelor's Degree in Business Administration, Statistics, Mathematics, Information Systems, Computer Science, or related field
- 3–5 years of experience as a Reporting Analyst, MIS Analyst, Data Analyst, or similar role within a Contact Center/Call Center environment
- Advanced Microsoft Excel (Pivot Tables, XLOOKUP/VLOOKUP, Power Query, Power Pivot, Macros)
- Experience with Power BI, Tableau, or other Business Intelligence tools
- Working knowledge of SQL for data extraction and reporting
- Strong data analysis and data visualization skills
- Experience with Contact Center platforms such as Genesys, NICE, Verint, Avaya, Cisco, or similar systems
- Report automation and dashboard development experience
Full Job Posting
Job Summary
- We are seeking a detail oriented and analytical Reporting / MIS Analyst to support Contact Center operations through accurate reporting, dashboard development, and performance analysis.
Key Responsibilities
- Prepare and distribute daily, weekly, monthly, and ad hoc reports for Contact Center operations.
- Develop, maintain, and automate operational dashboards and MIS reports.
- Analyze Contact Center performance metrics and provide recommendations for performance improvement.
- Monitor and report on key KPIs, including Service Level, AHT, Occupancy, Adherence, Shrinkage, Abandonment Rate, FCR, CSAT, and Productivity.
- Extract, validate, and analyze data from multiple systems and databases.
- Ensure data accuracy, consistency, and integrity across all reports.
- Identify trends, patterns, and business insights through data analysis.
- Collaborate with Operations, Workforce Management, Quality Assurance, and Training teams to support reporting requirements.
- Support management with data driven decision making and performance reviews.
- Create executive level reports and presentations for senior stakeholders.
- Automate manual reporting processes to improve efficiency and reduce reporting turnaround time.
- Maintain reporting documentation and standard operating procedures.
Qualification
- Bachelor's Degree in Business Administration, Statistics, Mathematics, Information Systems, Computer Science, or a related field.
- 3–5 years of experience as a Reporting Analyst, MIS Analyst, Data Analyst, or similar role within a Contact Center/Call Center environment.
- Experience in operational reporting, KPI analysis, and dashboard development.
- Advanced Microsoft Excel (Pivot Tables, XLOOKUP/VLOOKUP, Power Query, Power Pivot, Macros).
- Experience with Power BI, Tableau, or other Business Intelligence tools.
- Working knowledge of SQL for data extraction and reporting.
- Strong data analysis and data visualization skills.
- Experience with Contact Center platforms such as Genesys, NICE, Verint, Avaya, Cisco, or similar systems.
- Report automation and dashboard development experience.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at TP
Fresh Graduates | Sales Agent
Doha, QAT
TP is hiring fresh graduates as Sales Agents to make outbound calls, promote products, and achieve sales targets. Candidates need strong communication skills in Arabic and English, and a customer-focused personality. Thi
Customer Service Representative
Dubai, UAE
TP is seeking a Customer Service Representative to communicate with customers via phone, email, and chat, provide product and pricing information, and work with internal departments to meet customer needs. The ideal cand
Customer Service Representative
Dubai, UAE
TP is seeking a Customer Service Representative in Dubai to communicate with customers via phone, email, and chat, resolve issues, and perform data entry. Requires 1-3 years of experience, excellent communication skills,
Project Manager II
Toronto, CAN
Teleperformance is seeking a Project Manager II to support the Google Cloud Enterprise and Corp business. You will manage day-to-day operations, create enablement sessions, build Salesforce reports, and coordinate inter-
Call Centre Agent (With valid IELTS Certificate & Graduated from Qatar University)
Doha, QAT
TP is seeking a professional Call Centre Agent in Doha to handle inbound and outbound calls, resolve inquiries, and ensure customer satisfaction. Requires a Bachelor's degree from Qatar University and a valid IELTS certi
B2B Sales Manager
Toronto, CAN
Teleperformance is hiring a B2B Sales Manager (advertised as Operations Manager - Google Ads) to oversee cluster leads, drive operational efficiency, and lead sales teams for Google Ads initiatives. The role requires 5+
Fraud Monitoring Analyst
Doha, QAT
TP is hiring a Fraud Monitoring Analyst to perform 24/7 monitoring of suspicious transactions and fraud alerts for a bank in Qatar. The role requires investigating alerts, contacting customers, documenting findings, and
Fraud Monitoring Senior Analyst
Doha, QAT
ECCO Gulf Majorel Qatar is seeking a Fraud Monitoring Senior Analyst to lead real-time fraud monitoring, detection, investigation, and escalation within a bank's 24/7 Fraud Operations function. Requires 3-4 years experie
Fresh Graduates | Sales Agent
Doha, QAT
Customer Service Representative
Dubai, UAE
Customer Service Representative
Dubai, UAE
Project Manager II
Toronto, CAN
Call Centre Agent (With valid IELTS Certificate & Graduated from Qatar University)
Doha, QAT
B2B Sales Manager
Toronto, CAN
Fraud Monitoring Analyst
Doha, QAT
Fraud Monitoring Senior Analyst
Doha, QAT