Supervisor, Contact Center Performance & MIS

WE ARE HIRING: Workforce Management Analyst – Contact Center Operations

Location: Colombo, Sri Lanka
Employment Type: Full Time
Work Mode: Onsite
Industry: Corporate Travel

Role Overview

We are seeking a highly analytical and performance-driven Workforce Management Analyst – Contact Center Operations to support operational excellence through workforce optimization, real-time performance management, capacity planning, and data-driven decision-making. The successful candidate will play a critical role in ensuring service levels are achieved through effective workforce monitoring, scheduling support, operational analysis, and stakeholder collaboration. This role is ideal for an individual who enjoys working with data, solving staffing challenges, improving operational efficiency, and supporting customer experience objectives within a fast-paced contact center environment.

Key Responsibilities

• Monitor real-time service levels, queue performance, staffing coverage, and agent adherence across supported communication channels.
• Identify operational risks and proactively implement actions to prevent SLA failures and service disruptions.
• Execute intraday staffing adjustments including skill assignment changes, schedule modifications, staffing reallocations, and resource optimization.
• Monitor workforce performance and identify opportunities to improve productivity and operational efficiency.
• Analyze forecast variances, staffing trends, workload patterns, and operational performance metrics.
• Provide data-driven recommendations to improve service delivery, workforce productivity, and customer experience.
• Partner with Operations, Forecasting, Capacity Planning, and leadership teams to address staffing and service delivery challenges.
• Support workforce planning activities through reporting, analysis, and operational insights.
• Prepare and maintain reports, dashboards, workforce analytics, and business performance summaries.
• Support management decision-making through timely workforce intelligence and operational reporting.
• Assist with workforce management system administration, workforce processes, and operational controls.
• Contribute to process improvement initiatives that enhance workforce efficiency and operational performance.
• Support business continuity planning and operational readiness initiatives.
• Maintain workforce documentation, reports, records, and administrative requirements accurately.
• Ensure compliance with workforce management policies, procedures, and reporting standards.

Candidate Profile

• Minimum 2+ years of experience in Workforce Management, Real-Time Analysis, Capacity Planning, Scheduling, or a similar contact center workforce role.
• Strong understanding of workforce planning concepts, forecasting methodologies, scheduling, capacity planning, and adherence management.
• Experience working within contact center environments and operational support functions.
• Hands-on experience using workforce management platforms, ACD systems, and contact center technologies.
• Advanced proficiency in Microsoft Excel with strong reporting, analytical, and data management capabilities.
• Strong analytical and problem-solving skills with the ability to interpret large data sets and identify business insights.
• Ability to present workforce data, findings, and recommendations to stakeholders at different organizational levels.
• Excellent communication and stakeholder management skills.
• Strong organizational skills and attention to detail.
• Ability to perform effectively in a fast-paced operational environment while managing multiple priorities.
• Self-motivated, proactive, and capable of making sound operational decisions under pressure.

Ready to take your career to new heights?

We're InTalent Asia, your go-to recruitment partner in Sri Lanka, and we've got an exciting opportunity for you!

Our client is looking for a skilled individual to fill the role of Workforce Management Analyst – Contact Center Operations.

Apply now and see how you can be the perfect fit for this exclusive position!

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