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RenmoneyMIS Specialist
Renmoney is seeking an MIS Specialist to manage operational reporting, performance tracking, and data analysis for its Contact Centre. This position focuses on ensuring timely and…
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About This Role
Renmoney is seeking an MIS Specialist to manage operational reporting, performance tracking, and data analysis for its Contact Centre. This position focuses on ensuring timely and accurate information is accessible to evaluate efficiency, uncover trends, support staffing decisions, and elevate customer experiences across inbound calls, live chat, email, and social media channels. The person in this role will generate regular and ad-hoc reports, reconcile data across multiple systems, and monitor…
Job Description
Renmoney is seeking an MIS Specialist to manage operational reporting, performance tracking, and data analysis for its Contact Centre. This position focuses on ensuring timely and accurate information is accessible to evaluate efficiency, uncover trends, support staffing decisions, and elevate customer experiences across inbound calls, live chat, email, and social media channels.
The person in this role will generate regular and ad-hoc reports, reconcile data across multiple systems, and monitor critical metrics such as FCR, CSAT, NPS, AHT, Service Level, and productivity. Responsibilities include building and updating executive dashboards, conducting root cause analysis on performance drops, forecasting customer demand, creating shift schedules, and monitoring workforce metrics like occupancy, utilization, shrinkage, absenteeism, attrition, and schedule adherence.
This position is suited for professionals with a solid background in contact center analytics, workforce management, or business intelligence who can translate complex data into practical management insights and support capacity planning, budgeting, and stakeholder reviews.
Responsibilities
- Produce daily, weekly, monthly, and ad-hoc operational reports while reconciling data from different systems to maintain a reliable single source of truth.
- Track and report key performance metrics including CSAT, NPS, FCR, AHT, Service Level, and productivity.
- Automate recurring reporting tasks and streamline workflows to minimize manual data compilation.
- Evaluate contact center performance by channel, team, agent, and issue type to identify trends and operational gaps.
- Perform root cause investigations on significant performance anomalies to measure their impact on operations.
- Build and maintain executive dashboards that display performance, workforce efficiency, and service delivery.
- Translate operational datasets into strategic insights and prepare management presentations for stakeholder reviews.
- Forecast contact center demand using historical trends, seasonality, and customer volumes to determine staffing needs.
- Design and update staffing plans, shift schedules, and capacity models across all support channels.
- Track workforce metrics such as utilization, occupancy, shrinkage, absenteeism, attrition, and schedule adherence.
Requirements
- Possess three to five years of relevant experience in operations analytics, workforce management, contact centre analytics, or business intelligence.
- Have professional background working within a high-volume contact centre environment.
- Demonstrate experience supporting various customer service channels including voice, email, live chat, and social media.
- Show advanced proficiency in Microsoft Excel, including Power Query, Pivot Tables, and XLOOKUP.
- Have practical experience using Power BI or comparable dashboarding applications.
- Bring experience utilizing telephony, CRM, contact centre, or workforce management systems.
Qualifications
- Background in fintech, telecommunications, banking, e-commerce, or other customer-centric sectors is considered an advantage.
Core Skills
Frequently Asked Questions
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What is the employment type for the MIS Specialist role?
The posting specifies that this position is full-time.
Where is this job located?
The job posting does not specify a location for this role.
What remote work options are available?
The role is explicitly designated as on-site.
What salary does Renmoney offer for this position?
The salary details are not stated in the job posting.
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