We are looking for an analytical, detail-oriented Workforce Management (WFM) Analyst Level 2 to join our operational planning team. In this role, you will be responsible for short-to-medium-term forecasting, generating shift schedules, tracking intraday performance, and ensuring optimal resource allocation across dynamic operational environments.
Leveraging your hands-on expertise in NICE IEX, you will help balance daily operational goals, mitigate service level risks, and optimize agent productivity while maintaining high accuracy and compliance standards.
Key Responsibilities
- Scheduling & Capacity Execution: Build, maintain, and optimize daily/weekly schedules for agents within NICE IEX, taking into account shrinkage, training, off-line activities, and shift preferences.
- Intraday & Real-Time Monitoring: Monitor call volumes, handle times, and adherence patterns in real time to reallocate resources and minimize service level impacts.
- Data & Trend Analysis: Analyze historical contact center metrics (AHT, shrinkage, absenteeism, volumes) to adjust short-term forecasts and capacity models.
- NICE IEX Administration: Perform roster updates, manage time-off/vacation allocations, and audit system data integrity within NICE IEX.
- Operational Reporting: Produce regular interval-level reports and dashboards tracking variance between forecasted vs. actual metrics for leadership and cross-functional teams.
- Stakeholder Alignment: Collaborate with Operations and HR teams to coordinate schedule changes, overtime needs, and offline activities without compromising coverage.
Requirements & Qualifications
- Experience: Minimum 2+ years of direct experience in a Workforce Management role within contact centers, BPO, or shared service operations.
- Tool Proficiency: Strong, practical working knowledge of NICE IEX WFM software (scheduling, real-time management, and reporting modules) is mandatory.
- Language:English B2 level or higher (proficient in clear written and spoken communication for stakeholder interaction).
- Technical Skills: Advanced proficiency in Microsoft Excel (data modeling, formulas, pivot tables).
- Core Competencies: Strong analytical, problem-solving, and time-management skills with the ability to act quickly during volume spikes or unforeseen operational changes.
Perks & Benefits
- Work Model: Hybrid flexibility (combining work-from-home and office days).
- Transportation: Company-provided transportation / corporate bus routing provided.
- Insurance Coverage: Full Social, Medical, and Life Insurance coverage.
- Professional Growth: Opportunities for continuous technical training and career escalation within operational management.
