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

Kotak Securities · Thane

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Last observed by our collector: 8 October 2026 at 11:38 pm IST. This is not a manual review or a confirmation from the employer.

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Collected role description

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