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 environment (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, and Forecasting.
- Experience with reporting tools such as Power BI, Tableau, or Google Looker Studio is an advantage.
- Knowledge of WFM tools such as Verint, NICE IEX, Calabrio, or Aspect is preferred.
- Strong analytical, problem-solving, and communication skills.
- Ability to work in rotational/night shifts, including US business hours.
Not a Fit: Candidates whose core experience lies only in Real-Time Analysis (RTA) or Scheduling, without exposure to Capacity/Workforce Planning.
Interview Mode: Face-to-Face only
Joining: Immediate Joiners Only
Pay: ₹600,000.00 - ₹750,000.00 per year
Application Question(s):
- Do you have experience in WFM in BPO sector ?
- Can you come for Face to Face interview in Panchkula location?
Work Location: In person
