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.