# MIS/Senior Executive - Data Analyst

**Company:** [SkySun](http://jobs.workable.com/companies/vxFA6CGEoacYba7oAN22J2.md)
**Location:** Sahibzada Ajit Singh Nagar, India
**Workplace:** on site
**Employment type:** Full-time

[Apply for this job](http://jobs.workable.com/view/b6b865ec-de18-4214-8397-cd6c06d4e419)

## Description

**MIS/Senior Executive – Data Analyst**

**International US Call Centre (Outbound / Inbound)**  
📍 Mohali (WFO) | 🌙 US Night Shift | ⏱ Full-Time

**Role Overview**

We are seeking a **MIS Executive / Senior Executive with strong data analysis capabilities** to own workforce planning, real-time performance management, and leadership-level MIS for a US Call Center.  
This role blends **WFM expertise with advanced Excel-driven data analysis**, enabling informed decisions on staffing, productivity, cost control, and SLA delivery.

**Key Responsibilities**

**Workforce Management & Real-Time Operations**

-   Forecast call / lead volumes and plan short & long-term manpower
-   Create schedules, rosters, and shrinkage plans for US time zones
-   Manage real-time adherence (RTA) and intraday adjustments
-   Monitor absenteeism, utilization, OT/VTO, and occupancy
-   Support new hire ramp-up and batch productivity tracking

**MIS, Reporting & Data Analysis (Core Focus)**

-   Own **Daily / Weekly / Monthly MIS** for operations and leadership
-   Build advanced **Excel-based dashboards and automated reports**
-   Perform **deep-dive data analysis** on productivity, SLA, cost, and revenue trends
-   Analyse agent, team, and campaign-level performance patterns
-   Provide **actionable insights and recommendations** to Ops leadership
-   Ensure data accuracy across dialler, CRM, attendance, and HR systems
-   Support incentive modelling and performance improvement initiatives

**Stakeholder Collaboration**

-   Partner with Operations, QA, Training, HR, and Leadership
-   Support hiring plans, attrition analysis, and capacity decisions
-   Participate in internal and client performance reviews as required

**Key Metrics Owned**

-   Forecast Accuracy & Schedule Adherence
-   Shrinkage, Utilization & Occupancy
-   SLA / Productivity Achievement
-   MIS Accuracy, Timeliness & Insight Quality

**Mandatory Requirements**

-   4–6 years’ experience in **WFM / MIS / Operations Analytics** in an International Call Centre
-   Strong exposure to **US night shift operations**
-   **Advanced MS Excel skills** (Pivot Tables, XLOOKUP, formulas, dashboards)
-   Strong analytical mindset with ability to translate data into decisions
-   Hands-on experience in real-time monitoring & intraday management

**Great to Have & Required**

-   Experience with Convoso and other prominent outbound diallers (Highly Preferred)
-   Exposure and excellent MS Excel, Power BI / Tableau
-   Outbound sales or revenue-driven process experience

**Why This Role**

-   High-impact, **data-driven decision-making role**
-   Direct exposure to US clients and leadership
-   Clear growth path to **WFM Lead / MIS Manager / Ops Analytics roles**