Job Title: WFM MIS Analyst
Location: Panchkula
Shift: Night Shift (US Business Hours)
Experience: 4+ Years

Job Summary

We are seeking a detail-oriented and analytical WFM MIS Analyst to support Workforce Management operations for a US-based BPO process. The ideal candidate will be responsible for preparing and maintaining MIS reports, analyzing operational data, monitoring agent performance, and providing actionable insights to improve productivity and service levels.

Note: This role requires hands-on experience in Workforce Planning / Capacity Planning. Candidates whose background is primarily in RTA (Real-Time Analysis) or Scheduling will not be considered.

Key Responsibilities
- Prepare, maintain, and distribute daily, weekly, and monthly MIS reports.
- Generate reports related to staffing, attendance, productivity, shrinkage, SLA, AHT, occupancy, and service levels.
- Analyze operational data to identify trends, gaps, and improvement opportunities.
- Support workforce/capacity planning activities, including headcount planning, demand-supply analysis,



and long-term staffing strategies.
- Maintain historical data and support forecasting for future volume and staffing requirements.
- Ensure accuracy and integrity of data across multiple reporting platforms.
- Create dashboards and automated reports using Excel and reporting tools.
- Coordinate with Operations, WFM, QA, and HR teams for reporting and workforce requirements.
- Provide timely ad-hoc reports and analytical support to management.
- Ensure adherence to reporting timelines and data quality standards.

Required Skills & Qualifications
- Bachelor's degree in any discipline.
- 2–4 years of experience in MIS / Workforce Planning / Capacity Planning within a BPO setting (US process preferred).
- Strong proficiency in Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, INDEX-MATCH, Power Query, Charts, Dashboards).
- Solid understanding of WFM metrics — SLA, AHT, Occupancy, Shrinkage, Adherence, Utilization

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