Assistant Manager - Mis & Data Analysis
Mumbai Area, India
* Monitored daily publishing of MIS for the whole call center for all the zones including All Over India operations and Central Buckets.* Implemented Scorecards and Quadrants between all the circles and provided support to the operation through accurate & timely reports and analysis.* Coordinated with IT department for proper understanding of the exact requirement of reports.* Handled MIS for different client services inlcuding Reliance Energy, Reliance Petroleum, Broadband, Netway, Reliance NRI Calling Card, etc. * Interacted with clients and analysed their requirements.* Developed & implemented solutions for MIS Generation, Data Management useful in performance, appreciation, reporting, monitoring & normal day-to-day working of call center.* Evaluated targets and KPIs (Key Performance Indicators) for the each process and implemented the same.* Audited reports for various operation and MIS purposes of the call center as per management requirements.* Steered automation of different reports to decrease manhours and move towards increasing efficiency.* Used SQL Server, MS-Access and SQL query for required data and reporting.