About this role
Job Description: Lead MIS Analyst & Workforce Management (Voice & Non‑Voice Contact Center) Role Overview The Lead MIS & WFM Analyst will drive operational efficiency through advanced reporting, automated dashboards, accurate forecasting (including Erlang‑C), capacity planning, scheduling, and real-time monitoring across voice and non‑voice channels. The role ensures seamless alignment between workload demand, staffing supply, and SLA expectations. Key Responsibilities 1. MIS, Reporting & Automation
• Develop and publish accurate daily/weekly/monthly performance reports. • Build agent/team/process scorecards for voice & non‑voice channels.
• Provide SLA, AHT, abandonment, productivity, and quality KPI reports. • Automate repetitive reports using Excel Macros/VBA, Power Query, SQL. • Create real-time automated dashboards for leadership. • Conduct trend analysis, SLA deep-dives, variance analysis, and provide insights. • Maintain data integrity across MIS databases. 2. Workforce Management (Forecasting, Scheduling & Real-Time) Forecasting
• Build interval-level forecasts using Erlang‑C/Erlang‑A for voice.
• Forecast volumes for email, chat, back-office tasks using workload models. • Create short-term, mid-term, and long-term forecasts. • Conduct what-if analysis and assess seasonal patterns. Capacity Planning
• Prepare staffing plans with shrinkage, skill mix, channel distribution. • Suggest hiring, training, cross-skilling, overtime requirements. Scheduling & Rostering Classification: Internal Use
• Create optimized shift schedules and leave planning. • Ensure staffing adequacy across intervals for all channels. Real-Time Monitoring
• Monitor queues, adherence, occupancy, SLA delivery. • Coordinate intra-day adjustments with operations. Required Technical Skills
• Advanced Excel (VBA/Macros), Power BI, SQL. • Automation experience (Power Query, BI refresh, scripting). • Strong knowledge of Erlang‑C, Erlang‑A forecasting models.
• Experience with WFM tools such as Verint and Avaya. • Understanding of ACD/IVR systems. Soft Skills
• Analytical thinking, stakeholder management, communication skills. • Leadership skills and attention to data accuracy. Qualifications & Experience
• Bachelor’s degree.
• 5–8+ years in MIS & WFM roles in a contact center environment. • Experience across both voice and non‑voice channels.
• Automation expertise preferred. KPIs
• Forecast accuracy. • Schedule adherence & staffing efficiency. • SLA performance. • Report accuracy & automation success. • Productivity improvements.