Workforce Real-Time Analyst

So, what’s the role all about?

The Workforce Real-Time Analyst will be responsible for optimizing workforce efficiency and ensuring that quantitative project KPIs, including service level and intraday productivity, are consistently met. This role involves accurately managing agent schedules to align with project targets and policies, while maintaining optimal occupancy levels..

• Calculation of required capacity and seats of assigned projects.
• Personnel staffing of schedules on assigned projects/CT’s, in such a way that pre-defined goals are met (ie optimal occupancy and project agreements are achieved).
• Forecasting of interactions and productivity, capacity management, pool management, production planning, and staff planning of one or more Client Teams.
• Coordinating the required capacity and deployment in agents and workplaces within a Client Team, in such a way that optimal utilization and occupancy are realized and the project KPI’s made can be met.
• Providing additional information regarding the optimization of occupancy, in such a way that action can be taken in a timely manner.
• Intraday periodical monitoring of forecasted planning parameters and applying corrective measures if the realization deviates from the forecast. This should be done in such a way that project KPI’s are achieved and/or optimized.
• Monitor and manage the schedule adherence of the CSR’s as accurately as possible and assure CSR’s adhere to the schedule provided by WFM Intraday Management and WFM planning.
• RTA monitoring development of productivity metrics of the CSR’s such as Emails/Calls per hour, After Call Work Time, and Average Handle Time.
• Maintain base administration of agents including additions, terminations, skills, availability, wish hours, group definitions, etc.
• May assist in completing cross-functional workforce tasks as needed.

• Minimum of 2+ years in the contact center workforce role.
• Bachelor’s degree in a related discipline such as communication, economics, logistics, or mathematics.
• Workforce experience relative to long and short-term forecasting, scheduling, vendor requirements, real-time traffic, and/or intraday management.
• Experience with NICE WFM systems as well as proficiency in Microsoft Office, particularly Excel (ie pivot tables, VisualBasic and Macro’s) and Windows.
• Ability to work successfully in an outsourced vendor environment while achieving performance expectations.
• Excellent problem-solving ability in high-pressure situations.
• Excellent verbal, written communication, and presentation skills in English are a must.
• May require analytical skills, solid mathematics, and problem-solving backgrounds.
• Proactive working style and ability to meet deadlines with accuracy.
• Proven ability to multi-task.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

What’s in it for you?

If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Role Type: Individual Contributor

About NICE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.