Job Description

Lead MIS Analyst & Workforce Management (Voice &

Non‑Voice Contact Center)

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.