Workforce Management Analyst

POSITION 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.

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