Senior Analyst, WFM

Key Responsibilities:

• Review and update organizational changes, MU movements, and agility settings in IEX.
• Configure break and lunch patterns in IEX for optimal coverage. Incorporate holidays, early closures, and daylight savings adjustments when required.
• Review new hire headcount, start dates, and go-live timelines during periodic calls.
• Align schedules with short‑term forecasted requirements, considering variables like shrinkage and expected volume fluctuations.
• Incorporate factors like agent skills, availability, arrival patterns, and required service levels using Patterns/Daily/weekly rules in IEX.
• Create schedules in IEX that comply with labor laws, company rules, HR policies, union agreements, and agent-specific constraints.
• Identify scheduling gaps and collaborate with planning teams for optimal coverage. Review recommended shift counts weekly and create additional patterns to minimize staffing shortages.
• Monitor how well agents follow their schedules and provide insights for performance improvement.
• Coordinate with CP team to approve/deny waitlist and PTO requests in IEX for upcoming weeks. Apply future activities for PTOs and other off-phone tasks; ensure timely scheduling for activities with end dates.
• Collaborate with other departments such as Operations, Forecasting, and Scheduling to align workforce management goals with overall business objectives.
• Generate reports and metrics to track key performance indicators (KPIs) and provide insights for decision-making.

Desired Skills/Requirement

• Graduate with overall 8 + years of Contact Center experience and good communication skills.
• Minimum 3 years of experience in NICE applications – InContact & IEX and associated tools like CMS, Excel.
• Strong analytical and problem-solving skills with the ability to interpret complex data and make strategic decisions.
• Excellent communication and interpersonal skills with the ability to effectively communicate with stakeholders at all levels.
• Strong organizational skills with the ability to prioritize tasks and manage multiple projects simultaneously.

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