MIS Analyst

Key Responsibilities:

• Data Management: Collect, cleanse, and organize large datasets related to call volumes, agent performance, scheduling, and other workforce-related metrics.
• Reporting and Analysis: Develop and maintain regular reports and dashboards to track key performance indicators (KPIs) such as service level attainment, average handle time, occupancy rate, adherence, and forecast accuracy.
• Performance Analysis: Analyze historical and real-time data to identify trends and areas for improvement in call center operations, staffing, and resource allocation.
• Schedule Optimization: Assist in the creation and optimization of agent schedules to ensure adequate coverage while maintaining operational efficiency and balancing agent preferences.
• Process Improvement: Identify opportunities to streamline workflows, automate processes, and improve WFM systems and tools to increase efficiency.
• Stakeholder Communication: Communicate insights and recommendations to key stakeholders, including Operations and Management teams, to support decision-making and continuous improvement.
• Training and Support: Provide training and support to WFM team members and other stakeholders on the effective use of WFM systems, tools, and best practices.