Description
The WFM Analyst at MCI monitors real-time staffing, performance indicators, and customer volume to sustain operational efficiency. They make timely adjustments, coordinate with operations teams, and ensure service level stability. Key responsibilities include monitoring intraday volume, executing staffing plans, adjusting schedules, delivering reports, managing specialist scheduling, collaborating with various departments, optimizing resource utilization, assisting with forecasting reviews, supporting escalations, and documenting schedule decisions.
