An MIS Lead plays a crucial role in providing high-quality, reliable data to support management decision-making within their team. They ensure stakeholders receive regular, timely, and accurate updates, statistical analysis, and management reporting. Additionally, MIS Leads manage team performance, motivate associates, handle customer care issues, analyze reports, manage attendance, and handle client escalations.
Roles and Responsibilities
- Manage the performance of a team of associates, providing motivation and constructive feedback.
- Independently handle and assist customers in determining problems and providing resolutions for any customer care or service issues. Coordinate escalations and assess customer needs.
- Analyze reports, including process dashboards and team performance reports, and initiate appropriate action plans and training.
- Manage attendance and attendance incentives for the team. Manage periodic shift-level projects/initiatives and handle administrative aspects of the group/shift.
- Capable of handling client escalations effectively.
- Certifications and Assessments:
- Education: Any Graduate
Knowledge (Must Have)
- Strong analytical skills along with problem-solving capabilities.
- Designing solutions for complex MIS reporting and automation.
- Strong understanding of basic metrics of transaction processing operations. Working knowledge of SQL or any other database management system.
Knowledge (Good to Have)
- Familiarity with Google technologies such as Google Docs, Spreadsheet, Slides, Datastudio, and AppScript.
Experience (Must Have)
- 3-5 years of relevant experience in working with transaction processing accounts and handling MIS for the same.
Behavioral Skills and Attributes
- Good working knowledge of computers, including MS Office, operating systems, internet services, and online tools.
- Excellent verbal and written communication and presentation skills.
- Strong interpersonal and people management skills with a problem-solving approach.
- Expert knowledge of service procedures.
- Good analytical skills in MIS, number crunching, and reporting to internal and external customers.
- Ability to exercise managerial judgment and act as a mentor.
- Knowledge of voice reporting systems is mandatory.
Future Roles. The MIS Lead role provides a solid foundation for potential future roles in Human Resources Operations (HRO) or other related areas within the organization.