Requirements
Bachelor's degree with 5-8+ years of experience in MIS & WFM roles within a contact center environment, covering both voice and non-voice channels. Advanced Excel (VBA/Macros), Power BI, SQL, Erlang-C/A forecasting models, and ACD/IVR systems knowledge are required. Automation expertise is preferred.
Description
Job Description: Lead MIS Analyst & Workforce Management (Voice & Non‑Voice Contact Center) Role OverviewThe 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 MIS, Reporting & AutomationDevelop 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. Workforce Management (Forecasting, Scheduling & Real-Time)ForecastingBuild 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 PlanningPrepare staffing plans with shrinkage, skill mix, channel distribution. Suggest hiring, training, cross-skilling, overtime requirements. Scheduling & RosteringClassification: Internal UseCreate optimized shift schedules and leave planning. Ensure staffing adequacy across intervals for all channels. Real-Time MonitoringMonitor queues, adherence, occupancy, SLA delivery. Coordinate intra-day adjustments with operations. Required Technical SkillsAdvanced 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 SkillsAnalytical thinking, stakeholder management, communication skills. Leadership skills and attention to data accuracy. Qualifications & ExperienceBachelor'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. KPIsForecast accuracy. Schedule adherence & staffing efficiency. SLA performance. Report accuracy & automation success. Productivity improvements.