MIS - Customer Care

Qualifications:
· Bachelor's Degree or equivalent.
· Minimum experience of 2 years of BPO experience with 12-18 months of relevant experience in a similar role (MIS)
· Experience in the usage of reporting tools like Avaya/Cisco
· Working knowledge of multi-user computer systems, applications, and equipment along with workforce management tools and techniques
· Excellent knowledge of MS Office
· Good written and verbal communication skills, including experience communicating technical information to non-technical staff
· Good analytical and communication skills
· Must be willing to work independently with minimal supervision
· Must be willing to work in Alabang and shifting schedules

Key Responsibilities:
· Able to effectively analyze and report on all aspects of day-to-day operations
· Ability to download, collate, analyze, pull up trends, and highlight key performance metrics. Reports have to be daily, weekly, monthly and quarterly
· Detailed reporting with sub-metric drill downs and also summary dashboards have to be published
· Trend analysis to be done and data for various time periods readily available
· Reports to be generated and published at specific and pre-determined times and days