We are looking for an experienced Senior WFM Analyst to lead our capacity planning, forecasting, and scheduling strategy. In this role, you will analyze contact volume trends, optimize staffing levels, and drive operational efficiency to support multi-channel customer service operations.
Key Responsibilities
- Develop, refine, and maintain long-term and short-term forecasting models for volume, handling times, and shrinkage.
- Lead end-to-end capacity planning to align staffing resources with operational demand and service level targets.
- Administer, build, and maintain schedules and rosters within NICE IEX.
- Perform real-time intra-day management and post-operational analysis to identify trends and variance drivers.
- Partner with operational leaders and HR to provide actionable workforce insights and hiring recommendations.
Requirements
- Experience: Minimum 2+ years of hands-on experience in Workforce Management roles.
- Tool Expertise: Advanced working knowledge and hands-on experience with NICE IEX is mandatory.
- Core proficiency in volume forecasting, capacity planning, and scheduling methodologies.
- Strong analytical, data visualization, and problem-solving skills (advanced Excel/SQL preferred).
Perks & Benefits
Hybrid work model.
Company-provided transportation.
Medical and social insurance
