• The MIS Workforce Analyst is responsible for ensuring the optimal alignment of staffing resources with operational demand. This role combines the key functions of forecasting, capacity planning, real-time monitoring, scheduling, performance management & reporting to maintain service levels, operational efficiency, and workforce productivity. The position encompasses all aspects of Real-Time Monitoring and Workforce Planning as an integrated, end-to-end function.

Specialized Duties:

• Forecasting & Data Analysis
• Develop and maintain short-term and long-term workload forecasts using historical and real-time data cross omnichannel needed.
• Translate forecasts into capacity plans and provide FTE requirement recommendations and actions on the systems provided or the specific Manager of the campaign the forecast is predicted for. Capacity Planning
• Design shift schedules and rotations align with forecast demand and operational requirements.
• Monitor intraday service levels, agent adherence, and occupancy in real-time to identify performance gaps for the relevant campaigns.
• Liaise with HR, Quality, and Training to ensure workforce plans align with broader organizational
• objectives for the relevant campaigns.
• Real-Time Monitoring (Intraday Management)
• Monitor real-time adherence, occupancy, and service levels across teams and channels.
• Coordinate adjustments & timely actions to mitigate risks such as real-time performance
• fluctuations, underperformance, overstaffing, or absenteeism.
• Escalate or deploy mitigation strategies including skill reallocation, break management, overtime or
• early releases.
• Generate any needed intraday performance reports for stakeholder visibility
• Workforce Scheduling
• Design and implement optimal shift patterns, rotations, breaks, and allocations across multiple lines of business.
• Ensure scheduling compliance with labor regulations and internal policies.
• Balance operational coverage requirements with agent preferences, fairness, and engagement. Performance Reporting & Analytics
• Generate daily, weekly, and monthly reports on key performance indicators (KPIs) including SLA, AHT, adherence, shrinkage, and forecasting accuracy per the campaign’s needs.
• Ensure data accuracy and consistency across WFM reports, tools and systems like Queuemetrics,
• Kati and any introduced systems that data is derived
• Perform root-cause analysis of service variances and recommend corrective actions across every assigned report.
• Develop and maintain dashboards and reports to support decision-making on all performance reports.
• Cross-Functional Collaboration & Continuous Improvement
• Recommend improvements in WFM practices, policies, and tools to enhance efficiency and accuracy.
• Participate in process improvement initiatives and act as a subject matter expert in workforce optimization.
• Leadership Duties of the MIS Workforce Analyst
• Aim and maintain achievements across the department’s KPIs.
• Create and maintain workforce performance dashboards for operational transparency and reporting.
• Draft and propose daily, weekly, monthly, quarterly, and annual recommendations to stakeholders
• related to workforce efficiency and service delivery.
• Provide timely feedback and insights to team leads and operations managers based on workforce performance analytics.
• Ensure the team leaders adheres to labor regulations and internal workforce management protocols.
• Collaborate in change management, transitions, and rollout of new campaigns or projects with resourcing implications.
• Propose and implement process improvements that drive efficiency and resource optimization.
• Perform root-cause analysis of performance variances and recommend corrective actions.
• Develop and maintain dashboards and reports to support decision-making Recruitment

Required Experience:

• 2+ years in a Workforce Planning or Real-Time Analyst role in a contact center or service operations environment.
• Experience using Workforce Management systems e.g. Genesys etc.

Required Skills & Competencies:

• Strong analytical and forecasting abilities.
• Proficiency in Microsoft tools e.g. Excel, Word, PowerPoint, WFM systems, and BI tools (Power BI, Tableau).
• Understanding of contact center metrics and operations.
• Demonstrates strong attention to data accuracy while upholding strict data privacy standards.
• Effective communication and interpersonal skills.
• Attention to detail and problem-solving mindset.
• Ability to manage multiple priorities and meet deadlines.
• Knowledge of labor laws and compliance standards related to workforce planning.
• Collaborative and adaptable to dynamic operational environments.
• Solid understanding of contact center metrics and operations.
• Excellent communication and stakeholder management skills.
• Ability to work under pressure and adapt to changing priorities.