You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.
Job Description:
OVERALL PURPOSE
The role directly supports the CCC team and serves as MIS and Workforce Management Specialist in a contact center environment.
The MIS and Workforce Management Specialist's key stakeholders will be Operations Leadership, Human Resources, Business Excellence, Finance and Resource Planning Teams.
Essential Duties And Responsibilities
MIS
- Provide support and maintenance to existing management information systems (MIS)
- Generate and distribute management reports in accurate and timely manner
- Provide recommendations to update current MIS to improve reporting efficiency and consistency
- Perform data analysis for generating reports on periodic basis
- Develop and support MIS system for performance management and internal communication
- Provide strong reporting and analytical information support to management team
- Generate both periodic and ad hoc reports as needed
- Participate in cross-functional meetings to resolve recurring MIS related issues
- Provides analytical support for special projects
WORKFORCE MANAGEMENT
- Prepares intraday reports on staff attendance; Monitor intraday attendance and schedule adherence.
- Manages changes to scheduling to ensure adequate daily resource coverage.
- Communicate with management and operations team to ensure compliance with company standards.
- Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.
- Analyze PTO submissions and support approval/denial decisions based on their effect on operations.
- Processes schedule trade requests for posted schedules
- Processes management requests for modifications of scheduling events (meetings/training, etc.).
- Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
Competencies Required
- Expert user of Excel
- Strong problem solving and analytical skills.
- Ability to produce meaningful results from data.
- Experience in consolidating and analyzing data sources.
- Understanding of queuing theory and Call Centre mathematics.
- Excellent written and verbal communication skills.
- Superior collaborative working abilities.
- Attention to detail and in-depth planning, organizational and time management skills.
- Comfortable learning new applications quickly with minimal direction.
- Experience forecasting in call center environments
- Experienced user of VBA and Tableau
ASSETS:
- Experience in using large databases with complex relationships between tables
- Experience in scheduling in a call center environment
- Experience in daily monitoring in a call center environment
- Strong familiarity with Call Centre scheduling software such as IEX
Job Category:
Customer Service / Operations
Posting End Date:
31/01/2026
