WFM MIS Analyst: Real-Time Performance Insights

Wipro; Philippines; On-site; PHP 420,000 - 540,000; Full time

Job summary

Wipro Limited is seeking an MIS professional to provide timely, accurate dashboards and reports for internal and external stakeholders. The role focuses on intraday management, adherence, queue and staffing oversight, incident handling, and comprehensive reporting.

Key responsibilities include monitoring SLA/ASA/AHT metrics, staffing plans, real-time decision support, and governance reporting, with collaboration across Operations, IT and WFM teams.

Qualifications

• 2-5 years WFM experience.
• Voice contact center experience preferred.
• Mandatory Skills: MIS (Ops)

Responsibilities

• Intraday Management: monitor SLA, ASA, Abandonment, Occupancy, AHT, Queue Time and Service Levels; compare forecast vs actual volume trends; identify staffing shortages and surpluses; execute intraday recovery plans.
• Adherence & Compliance: monitor agent schedule adherence; track late login, extended breaks and offline exceptions; escalate adherence breaches to Operations; maintain adherence governance reporting.
• Queue & Staffing Management: adjust skills and balance queues; cross-skill movement recommendations; OT/VTO recommendations; offline activity management.
• Incident Management: support telecom and system outage management; coordinate with Operations, IT and WFM teams; provide real-time recovery recommendations.
• Reporting: hourly performance reports; intraday service level updates; end-of-day operational summaries; escalation communication to leadership.

Skills

SLA/ASA/AHT

Advanced Excel

Real-time management tools

Decision making under pressure

Stakeholder communication

Job description

Wipro Limited is seeking an MIS professional to provide timely, accurate dashboards and reports for internal and external stakeholders. The role focuses on intraday management, adherence, queue and staffing oversight, incident handling, and comprehensive reporting.

Key responsibilities include monitoring SLA/ASA/AHT metrics, staffing plans, real-time decision support, and governance reporting, with collaboration across Operations, IT and WFM teams.