MIS Analyst (Workforce Management)
Job description:
The role of an MIS executive is to support the efficient running of the business by providing information on data at various levels so that decisions can be made to ensure that the organization stays profitable and competitive.
Forecasting & Planning:
Develop short- and long-term forecasts using historical data, trends, and business drivers.
Conduct capacity planning and provide insights to align staffing with anticipated workload.
Scheduling:
Create efficient schedules that meet business requirements and service level objectives.
Adjust schedules based on business needs, shrinkage trends, and agent availability.
Real-Time Management (RTA):
Monitor real-time service levels, occupancy, and agent adherence.
Respond proactively to intraday issues such as high call volumes, absenteeism, or system outages.
Reporting & Analytics:
Generate and analyze WFM reports (e.g., staffing efficiency, adherence, forecast accuracy).
Identify performance trends and provide actionable insights to improve WFM processes.
Bachelor's degree in Business, Statistics, Mathematics, or a related field (or equivalent experience).
3+ years of experience in workforce management, preferably in a contact center or service environment.
Strong analytical and problem-solving skills.
Proficiency in WFM tools (e.g., NICE IEX, Verint, Aspect, or similar).
Advanced Excel skills; experience with SQL or data visualization tools is a plus.
Excellent communication and organizational skills.
Job Types: Full-time, Permanent
Benefits:
- Additional leave
- Company Christmas gift
- Company events
- Health insurance
- Life insurance
- Opportunities for promotion
- Paid training
- Pay raise