Senior Executive - Digital Business Group

Core MIS Responsibilities

• Prepare daily, weekly, and monthly MIS reports on call centre performance.
• Track key metrics such as:
  • Calls dialed / connected
  • Leads received and contacted
  • Policies sold
  • Conversion rates
  • Premium collected
  • Agent-wise and team-wise performance
• Ensure accuracy and timeliness of all reports shared with Sales and Management.
• Maintain and update master trackers for leads, sales, and agent productivity.
• Share end-of-day (EOD) and start-of-day (SOD) reports with stakeholders.

Data Management & Reporting

• Extract data from CRM, dialer systems, spreadsheets, or internal tools.
• Clean and organize raw data to ensure consistency and correctness.
• Maintain historical data for trend and performance comparison.
• Support audits and management reviews by providing required data.

Basic Data Analytics Support

• Analyse sales and call data to identify basic trends and patterns.
• Highlight gaps such as:
  • Low conversion ratios
  • Drop in call connectivity
  • Underperforming agents or campaigns
• Generate simple insights and summary notes to support decision?making.
• Compare target vs achievement at agent and team levels.

Sales & Operations Support

• Share agent-wise scorecards and performance dashboards.
• Assist Sales Managers with campaign tracking and outcome analysis.
• Provide data support for:
  • Incentive and payout calculations
  • Contest performance tracking
  • Productivity improvement initiatives
• Coordinate with Sales, Quality, and Operations teams to resolve data discrepancies.