Job Description: Senior Executive MIS & WFM
Position Overview
The Senior Executive MIS & WFM is responsible for the day-to-day execution of Workforce Management (WFM) and Management Information Systems (MIS) reporting. This role ensures that data flows smoothly across the operations floor, schedules are meticulously maintained, real-time service levels are met, and daily/weekly performance trackers are published accurately and on time.
The ideal candidate has a strong execution mindset, excellent troubleshooting skills, and the agility to handle quick-paced, real-time operational environments.
Key Responsibilities
1. Real-Time Management & Scheduling Execution

- Forecasting & Scheduling: Develop accurate long-term and short-term workload forecasts (volume, AHT, shrinkage) and create optimized staff schedules to meet Service Level Agreements (SLAs).
- Intraday Monitoring: Continuously monitor live queues, call volumes, and digital channel traffic to ensure headcount matches current transaction inflows.
- Schedule Adherence: Track and report real-time agent schedule adherence, flagging deviations (e.g., extended breaks, unplanned offline time) to Team Leaders for swift action.
- Tactical Adjustments: Execute immediate adjustments to agent schedules, shift rotations, and leave requests based on sudden changes in operational volume or unexpected shrinkage.

2. MIS Data Management & Daily Reporting

- Report Generation: Extract, scrub, and consolidate data from multiple operational platforms to prepare and distribute daily, weekly, and monthly MIS reports (SLA, AHT, Utilization, Schedule Adherence and Productivity).




- Database Maintenance: Update and maintain internal databases, performance trackers, and rosters to ensure 100% data integrity and consistency.
- Process Automation: Streamline repetitive data entry and reporting processes using basic automation tools like Excel Macros or Power Query.

3. Operational Coordination

- Operational Insights: Present data trends and workforce metrics to operations managers and executives, acting as a strategic advisor on efficiency improvements.
- Cross-Functional Communication: Partner with HR, IT, and Training teams to align workforce assumptions with broader organizational timelines.
- Escalation Support: Promptly escalate network outages, system downtimes, or technical issues to the IT department to minimize operational downtime.

Qualifications & Skills

- Experience: 1 3 years of operational experience in MIS, data handling, and WFM/Real-Time Analysis, specifically within a Health Insurance, Contact Center, BPO, or shared services environment.
- Technical Skills:
- Strong command of Microsoft Excel (Advanced formulas, VLOOKUP, Pivot Tables, Countifs, Conditional Formatting etc..).
- Hands-on experience with contact center tools and WFM software dashboards (e.g., Avaya CMS, Genesys, Verint, IEX, or Aspect).
- Familiarity with basic SQL queries or Google Sheets integration is a distinct advantage.

- Interpersonal Skills: Assertive communication skills to effectively drive schedule compliance with operations floor supervisors.
- Education: Graduate degree in any stream (B.Com, BBA, B.Sc, or a related field requiring data management)

📌 Senior Executive - MIS & WFM Position Overview (Bengaluru)
🏢 Medi Assist
📍 Bengaluru