# MIS Reporting Analyst

**Company:** [Lytegen](http://jobs.workable.com/companies/bMXJYB4vTEvmbzmhFitdYF.md)
**Location:** Sahibzada Ajit Singh Nagar, India
**Workplace:** on site
**Employment type:** Full-time

[Apply for this job](http://jobs.workable.com/view/f5e93fe9-40b1-4465-b1fe-8a485d7d35f2)

## Description

**MIS Reporting Analyst  
**

**Location:** Mohali (WFO) | 🌙 US Night Shift | ⏱ Full-Time  
**Experience:** 4+ Years

**Role Overview**

We are seeking a MIS Reporting Analyst 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
-   Analyze agent, team, and campaign-level performance patterns
-   Provide actionable insights and recommendations to Ops leadership
-   Ensure data accuracy across dialer, 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, VLOOKUP, 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 dialers (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