NICE is hiring a
Workforce Real-Time Analyst

Summary

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!

Requirements

• 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

Responsibilities

• 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

Benefits

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