Workforce Real-Time Analyst

2 Months ago • 2 Years +

Job Summary

Job Description

The Workforce Real-Time Analyst is responsible for optimizing workforce efficiency and ensuring quantitative project KPIs, such as service level and intraday productivity, are met. This involves managing agent schedules to align with project targets and policies, while maintaining optimal occupancy levels. Key responsibilities include calculating required capacity, staffing schedules, forecasting interactions and productivity, and monitoring schedule adherence and productivity metrics of Customer Service Representatives. The role also entails maintaining agent base administration and potentially assisting with cross-functional workforce tasks. The ideal candidate will have at least 2 years of experience in a contact center workforce role and possess strong analytical and problem-solving skills.
Must have:
  • Minimum of 2+ years in contact center workforce role
  • Bachelor's degree in communication, economics, logistics, or mathematics
  • Experience with forecasting, scheduling, and intraday management
  • Proficiency in Microsoft Office, especially Excel (pivot tables, VBA, macros)
  • Ability to work successfully in an outsourced vendor environment
  • Excellent problem-solving skills in high-pressure situations
  • Excellent verbal, written communication, and presentation skills in English
  • Proactive working style and ability to meet deadlines with accuracy
  • Proven ability to multi-task
Good to have:
  • Experience with NICE WFM systems
  • Analytical skills
  • Solid mathematics background
Perks:
  • NICE-FLEX hybrid model (2 days office, 3 days remote)
  • Opportunities for learning and growth
  • Internal career opportunities across multiple roles and locations

Job Details

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

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..

How will you make an impact?  

  • 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.

Have you got what it takes?

  • 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?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. 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.

Requisition ID: 7515
Reporting into:
Manager, Workforce Analysis
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.

 

Similar Jobs

Tencent - Technical Lead, Game Marketing Technology - SaaS Platform

Tencent

Los Angeles, California, United States (On-Site)
5 Months ago
Riot Games - Technical Artist - League of Legends, Seasons (Contract)

Riot Games

Singapore (On-Site)
4 Months ago
DevRev - Customer Success Manager

DevRev

Austin, Texas, United States (On-Site)
2 Months ago
Razer - Software Engineer - AIOps

Razer

Shah Alam, Selangor, Malaysia (On-Site)
3 Weeks ago
Neolytix - Credentialing Specialist/SME

Neolytix

Chicago, Illinois, United States (Hybrid)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

hogarth - Finance Commercial Analyst

hogarth

London, England, United Kingdom (Hybrid)
2 Weeks ago
playrix  - Lead Location Designer

playrix

Ireland (Remote)
9 Months ago
Lightcast - Director - Finance

Lightcast

Chennai, Tamil Nadu, India (Hybrid)
1 Month ago
Riot Games - Senior Software Engineer - VALORANT - Foundations Developer Experience & Workflows

Riot Games

Los Angeles, California, United States (On-Site)
4 Months ago
Aspire - Strategy - UK Expansion

Aspire

United Kingdom (Hybrid)
3 Months ago
Simcorp - Office Manager

Simcorp

Paris, Île-de-France, France (Hybrid)
1 Year ago
Landor - Springboard Internship - 3D Motion Design

Landor

Mumbai, Maharashtra, India (Hybrid)
1 Month ago
Alpha Sense - Senior Engineer, iOS

Alpha Sense

Helsinki, Uusimaa, Finland (Hybrid)
2 Months ago
Next Level Business Services - Bigdata / Hadoop Architect

Next Level Business Services

Oldsmar, Florida, United States (On-Site)
10 Months ago
Mozilla - Senior Software Engineer - Mobile Android

Mozilla

France (Remote)
1 Month ago

Get notifed when new similar jobs are uploaded

Jobs in Manila, Metro Manila, Philippines

bytedance - Agency (Enablers) Growth Partner (Philippines, E-commerce)

bytedance

Taguig, Metro Manila, Philippines (On-Site)
4 Months ago
Neolytix - Virtual Medical Scribe

Neolytix

Quezon City, Metro Manila, Philippines (Remote)
1 Month ago
Grab - Manager, Partner Communications

Grab

Pasig, Metro Manila, Philippines (On-Site)
1 Month ago
Testronic - Human Resource Director

Testronic

Mandaluyong City, Metro Manila, Philippines (On-Site)
1 Month ago
ISS Stoxx - SOC Analyst

ISS Stoxx

Makati City, Metro Manila, Philippines (On-Site)
1 Year ago
Western Digital - Intern - Process Engineer (Studying Bachelor Degree)

Western Digital

Biñan, Calabarzon, Philippines (On-Site)
1 Month ago
Dialpad AI - Solution Architect

Dialpad AI

Pasig, Metro Manila, Philippines (On-Site)
3 Months ago
Snappr - Sales Operations Team Lead

Snappr

Metro Manila, Philippines (On-Site)
1 Year ago
Sprinkler - Senior Managed Services Consultant CCaaS

Sprinkler

Philippines (On-Site)
2 Months ago
PwC - Associate (Proby)

PwC

Davao City, Davao Region, Philippines (On-Site)
10 Months ago

Get notifed when new similar jobs are uploaded

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

Manila, Metro Manila, Philippines (Hybrid)

Pune, Maharashtra, India (Hybrid)

United States (Remote)

Pune, Maharashtra, India (Hybrid)

Manila, Metro Manila, Philippines (Hybrid)

Pune, Maharashtra, India (Hybrid)

Pune, Maharashtra, India (Hybrid)

Pune, Maharashtra, India (Hybrid)

Richardson, Texas, United States (Hybrid)

Southampton, England, United Kingdom (Hybrid)

View All Jobs

Get notified when new jobs are added by Nice

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug