The MI Analyst & Workforce Management (WFM) professional is responsible for delivering accurate, insightful management information and optimizing workforce planning to support operational performance. The role combines data analysis, reporting, and workforce strategy to ensure efficient resource utilization, achievement of service level targets, and informed business decision-making within a contact centre or financial services environment

Responsibilities
Develop, maintain, and automate MI reports and dashboards to support operational and strategic decision-making 
Analyze performance data to identify trends, risks, and opportunities for improvement 
Produce and present daily, weekly, and monthly reporting packs to stakeholders and senior management 
Manage workforce planning activities including forecasting, scheduling, and real-time intraday management 
Monitor and report on key performance metrics such as SLA, AHT, adherence, occupancy, and forecast accuracy 
Collaborate with operations and leadership teams to optimize staffing levels and improve performance outcomes 
Support capacity planning and scenario modelling for short- and long-term workforce requirements 
Ensure data accuracy, consistency, and integrity across all reporting outputs 
Provide actionable insights and recommendations to drive continuous improvement 
Work with offshore/nearshore teams and support operations across multiple time zones 
Ensure reporting and processes align with regulatory and compliance requirements where applicable