Management Information Systems (MIS)
The main objective of the MIS team is not to just track data, but also to add value by analyzing the data and providing the Operation teams with valuable information that can help them better manage their process performance. This team provides end-to-end support for:
- Workforce Planning and Management
- Capacity Planning
- Service Level (SLA) Tracking and Reporting
- Data Analysis
- Tracking and reporting of metrics related to Attrition, Utilization, Productivity, System and Bandwidth Allocation, and Balance Scorecard
This team is responsible for reporting on all metrics tracked for all our client programs.Each week a SLA dashboard is published to all internal stakeholders.
In addition to tracking SLAs, this team also tracks Client Satisfaction on a periodic basis. CSAT surveys are sent out to all clients and areas of improvement that are identified are tracked, analyzed and resolved through mitigation plans, which is then shared with the Operations team and the Client.