Customer Services - Unit Manager - Mis & Billing Management- West

<p class="MsoNormal"><span lang="en-in" xml:lang="en-in">The Senior Manager – MIS & Billing Management will be responsible for leading Contact Centre MIS, Reporting, Analytics, Workforce Management Analytics, Billing Governance, Budgeting, Automation, and Business Intelligence functions. The role will support business decisions through data-driven insights, financial governance, operational excellence, automation, and digital transformation initiatives.</span></p><p></p><p class="MsoNormal"><b><span lang="en-in" xml:lang="en-in">Key Responsibilities</span></b><span lang="en-in" xml:lang="en-in"></span></p><p></p><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Lead the Contact Centre MIS team and ensure timely delivery of accurate Daily, Weekly, Monthly, Quarterly, and Annual management reports.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Manage reporting and analytics across Voice, Email, Chat, Escalations, Social Media, and Outbound Operations.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Develop standardized reporting frameworks and ensure consistency, accuracy, and governance of all operational reports.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Analyze Contact Centre performance trends and provide actionable insights to improve productivity, service levels, quality, utilization, and customer experience.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Monitor and report key operational metrics including SLA, AHT, Productivity, Utilization, Occupancy, Attendance, Adherence, Quality Scores, CSAT, Abandonment Rate, and other business KPIs.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Perform root cause analysis on operational performance gaps and recommend corrective actions to improve business outcomes.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Manage end-to-end partner billing activities including invoice validation, reconciliation, audit checks, approvals, and commercial governance.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Ensure compliance with vendor contracts, commercial agreements, billing terms, and service level commitments.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Monitor billing accuracy, identify revenue leakage, and implement controls to strengthen financial governance.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Prepare and manage Contact Centre budgets, financial forecasts, variance analysis, and cost optimization initiatives.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Build and maintain strong relationships with outsourcing partners, service providers, and vendors while driving operational performance improvements.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Collaborate with Workforce Management teams on forecasting, capacity planning, rostering, shrinkage analysis, manpower planning, and workforce optimization.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Track forecasting accuracy, workforce productivity, staffing efficiency, and performance utilization across all functions.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Design, develop, and maintain interactive Power BI dashboards for operational monitoring and management reviews.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Create executive dashboards, scorecards, and self-service reporting solutions to support strategic decision-making.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Develop enterprise reports and analytical dashboards using MicroStrategy (Micros).</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Ensure consistency and accuracy of data across Power BI, MicroStrategy, and other reporting platforms.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Automate reporting processes and business workflows using Python, Power Apps, Power Automate, SQL, and Microsoft technologies.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Develop automated solutions for report generation, data validation, reconciliation, alerts, and operational monitoring.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Identify automation opportunities to reduce manual effort, improve accuracy, and enhance operational efficiency.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Implement AI-enabled reporting and business intelligence solutions using Microsoft Copilot, Copilot Agents, and related automation technologies.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Collaborate with Operations, HR, Quality, Finance, WFM, Technology, and Leadership teams to provide meaningful business insights and support decision-making.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Support incentive calculations, appraisals, manpower planning, audits, compliance reviews, and management reporting requirements.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Maintain high standards of data governance, data quality, reporting accuracy, and information security across all reporting systems.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Lead, mentor, and develop a high-performing MIS and Analytics team while driving a culture of innovation, accountability, and continuous improvement.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Manage workload planning, resource allocation, employee development, and succession planning within the MIS function.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Stay updated with emerging technologies, reporting tools, AI capabilities, and analytics trends to continuously enhance business reporting and automation capabilities.</span><p></p></li> </ul><p class="MsoNormal"><b><span lang="en-in" xml:lang="en-in">Technical Skills Required</span></b><span lang="en-in" xml:lang="en-in"></span></p><p></p><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Strong experience in Contact Centre MIS, Reporting, Analytics, and Business Intelligence.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Hands-on expertise in Python for automation, reporting, and data analytics.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Advanced SQL and database management skills.</span><p></p></li> </ul><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Strong experience in Power BI dashboard development and data visualization.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Hands-on experience with Power Apps and Power Automate for workflow automation.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Experience in MicroStrategy (Micros) reporting and dashboard development.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Advanced Microsoft Excel skills including Power Query, Power Pivot, VBA, and analytical modelling.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Strong understanding of Workforce Management including forecasting, rostering, scheduling, shrinkage, staffing models, and capacity planning.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Good understanding of Contact Centre Operations, Service Levels, Productivity Management, and Workforce Analytics.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Experience in budgeting, financial planning, billing management, invoice validation, and partner governance.</span><p></p></li> <li class="MsoNormal"><span lang="en-in" xml:lang="en-in">Exposure to Microsoft Copilot, AI-powered automation, and digital transformation initiatives will be preferred.</span><p></p></li> </ul><p> </p><p class="MsoNormal"><b><span lang="en-in" xml:lang="en-in"> </span></b></p>