MIS Analyst
On-site · Cagayan de Oro, Northern Mindanao, Philippines
Job Summary
MIS Analyst responsible for developing and distributing Contact Center reporting, updating scorecards and dashboards, ensuring data integrity, working with Workforce and leadership to tailor reports, performing data analysis to drive insights, leading UAT and troubleshooting, automating reports with macros, and delivering cross-functional KPI analytics to inform business decisions. Strong emphasis on Excel, SQL, VBA, dashboards (Power BI/Tableau/Qlik), data visualization, storytelling with data, and collaborating with cross-functional teams to provide timely, actionable insights across daily to annual KPI dashboards. Flexibility to work various shifts and a focus on improving data availability and reporting efficiency.
Required Qualifications
- 1-3 years of experience with data analysis and preparation, including experience with large data sets
- Experience in extracting data from CMS and other reporting platform
- Strong data analytics and creation of reports
- Experience in automating tasks/reports that are manual to reduce cycle time and defects
- Proficient user of Excel, SQL and understanding call center statistics a must
- Knowledge in VBA, macros, linked data, pivot chart tools
- Experience in developing dashboards and understandable reports and useful visualization
- Strong business and collaboration skills and responsiveness to service needs and operational demands
- Utilization of data discovery tools such as Microsoft Power BI (preferred), Qlik, Tableau
- Advanced Excel covering Power pivots and Macros
- SQL Query for troubleshooting data
- Ability to tell a story with data and drive data literacy
- Ability to build good relationships and work cross-functionally
- High-functioning communications skills (verbal and written)
- Creative/Innovative thinking
- Flexible schedule and excellent attendance record
- Should be amenable to work on different schedules (Day Shift, Mid Shift, Night Shift)
- Background with Workforce facets such as capacity planning, forecasting and other Workforce metrics/calculations – call volumes, AHT, adherence, intraday patterns, root cause analysis
- Effective communication and interpersonal skills
- Excellent presentations skills (Powerpoint, Excel, Google sheets etc.)
- Proficient in analysis and interpretation of data
- Strong leadership abilities and good time management skills
- Excellent problem-solving and management skills
- Experienced in managing a team
- Ability to train junior staff
- Scheduling, Capacity Planning, and Forecasting working knowledge is a plus
- Excellent presentation skills (Powerpoint, Excel, Google sheets etc.)
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