Senior Executive - MIS (Hybrid) | MOA Pasay

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.