Workforce Management Analyst

About the role

MCI is a leading tech-enabled business services company offering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) solutions. This role plays a key role in sustaining real-time operational efficiency by closely tracking staffing availability, performance indicators, and incoming volume.

Responsibilities

• Maintains real-time operational efficiency by monitoring intraday volume, real-time staffing levels, and agent adherence throughout the day.
• Executes staffing plans with accuracy, making informed adjustments to ensure service level agreements (SLAs) remain stable and consistently achieved.
• Adjusts schedules for approximately 50 agents in response to volume fluctuations, staffing gaps, or operational changes, ensuring coverage aligns with current business needs.
• Delivers timely and clear intraday reporting and insights to operational leaders, highlighting trends, variances, and recommended corrective actions to maintain performance targets.
• Manages Specialist scheduling requirements, coordinating updates, shift changes, and intraday modifications to support operational continuity.
• Collaborates with Operations, Quality, and Training to communicate intraday risks and recommend tactical adjustments that enhance customer experience and maintain workflow balance.
• Maintains agent states, occupancy levels, and productivity metrics to optimize resource utilization and identify opportunities for improved efficiency.
• Assists in reviewing deviations between forecasted and actual volume, helping identify root causes and contributing insights to improve long-term forecasting accuracy.
• Supports escalation and recovery efforts by providing real-time data, outlining options, and coordinating staffing adjustments to stabilize service during unplanned events.
• Ensures all schedule decisions and intraday actions are accurately documented and communicated promptly to stakeholders and impacted teams.

Requirements

• 3 years of workforce management, scheduling, or real-time analysis experience.
• Strong analytical and data interpretation skills.
• Experience working with WFM systems and reporting tools.
• Ability to manage multiple priorities in a fast-paced environment.
• Advanced Excel or data analysis skills.
• Strong communication and coordination abilities.

Nice to Have

• Experience with forecasting or capacity models.
• Knowledge of reporting dashboards (Power BI, Tableau).
• Exposure to multi-channel workforce environments.

Benefits

MCI offers a comprehensive benefits package including:

• Paid Time Off
• Incentives & Rewards
• Health Benefits
• Retirement Savings
• Disability Insurance
• Life Insurance
• Supplemental Insurance
• Career Growth
• Paid Training
• Fun, Engaging Work Environment
• Casual Dress Code

Pay

Starting compensation is based on experience.

Schedule

The role operates in a professional office environment. Employees will sit/stand for long periods while using a computer and telephone headset. Occasional movement about the office to accomplish tasks; reaching in any direction; raising or lowering objects, moving objects from place to place, holding onto objects, and moving or exerting force up to forty (40) pounds.