Workforce Management Analyst

Job Description

Job Description

Overview

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

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.

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.

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.