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.