Workforce Management Analyst

WFM Analyst

The WFM Analyst plays a key role in sustaining real-time operational efficiency by closely tracking staffing availability, performance indicators, and incoming volume throughout the day, making timely adjustments and coordinating with operations teams as needed to ensure service levels remain stable and consistently achieved.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Position Responsibilities

Key Responsibilities:

• Monitors intraday volume, real-time staffing levels, and agent adherence throughout the day to proactively identify service risks, performance gaps, or shifts in customer demand.
• 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.
• Monitors 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.

Candidate Qualifications

Wonder If You Are A Good Fit For This Position?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• 3 years in workforce management, scheduling, or real-time analysis.
• 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.

Compensation Details

Want An Employer That Values Your Contribution?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect From MCI:

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Supplemental Insurance: Accident and critical illness insurance
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

Compensation & Benefits That Fit Your Life

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

Physical Requirements

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Conditions Of Employment

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject To The Program And Location Of The Position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

Equal Opportunity Employer

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

About MCI (Parent Company)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

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