Senior Executive - MIS (Hybrid) | MOA Pasay

Work Setup: Hybrid Work Location: MOA, Pasay Function: MIS Required Educational Attainment: Finished at least 2 years in college without any back subjects Required Experience: At least 1 year of experience doing reports and analytics and payroll in the BPO industry Responsibilities: Regularly track vital performance indicators (KPIs) within the Management Information System (MIS), such as call and chat volumes, agent availability, and adherence to service levels. Establish and oversee real-time alerts for any variations from set performance benchmarks, responding swiftly to address potential concerns. Efficiently allocate resources, including agents and queues, to guarantee optimal coverage during both peak and off-peak periods. Examine both real-time and historical data to uncover trends, anomalies, and areas ripe for improvement, offering strategic recommendations for enhancements. Create and circulate real-time reports to stakeholders, delivering valuable insights into current performance and possible challenges.