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.
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 Senior Workforce Analyst position lies within Workforce Management and reports to a WFM Manager. In all cases the WFM Planner/Forecaster works commissioned and under responsibility of a WFM Business Partner. The operational performance of tasks of the WFM Planner/Forecaster takes place for the benefit of one or more Client Teams.
You will be assigned to NiCE WFM customers as part of their staff augmentation and will be tasked to perform Forecasting analyst duties as agreed with client and outlined in the SOW.
How will you make an impact?
(PLANNING) Establishing and updating the historical forecast, +13-week capacity planning and production planning, in such a way that optimal utilization of the project(s) can be realized. To this end:
- Collecting, organizing and assessing data regarding the expected short- and medium-term production;
- Adjusting the production planning based on experience data and additional information of Delivery Manager and Client Team Manager
- preparing forecasts for the medium term (at least 13-weeks) and long term in consultation with the Client Team Manager and Delivery Manager;
- reporting the planning information, both internally to Client Teams and to WFM Business Partner.
- Facilitate planning and forecasting calls as aligned with Client Team POC.
(SCHEDULE) Taking care of the requirement planning and staff planning (agent schedules) of the Client Team, in such a way that optimal occupancy of the Client Team is realized, the service level agreements can be realized and the production plans are optimal. To this end:
- pool management; updating the planning files regarding the projects and the skills and availability of any special arrangements with agents and call workers;
- monitoring and anticipating the qualitative and quantitative availability of production capacity.
- Signaling and applying for training for agents based on capacity demands (such as a shortage in staff with a certain skill).
- Assessing and possibly adjusting the staff planning generated by the automated system, signaling details, errors and shortcomings
- adjusting the production planning to unforeseen circumstances, requested and granted leave, sickness reports etc.
- Approving / denying requests for leave, availability, switched shifts etc
- Communicating above requirements to Operations during the planning and scheduling call,
- Generating and publishing the schedules to the agents and the other stakeholders.
(CONSULTING) Providing additional information regarding the optimization of occupancy, in such a way that action can be taken in a timely manner. To this end:
- Informing the Delivery Manager and WFM Business Partner about the necessity to adjust the forecast in case of structural deviations.
- Analyzing and issuing advice on possible optimization of production and staff deployment.
- Signaling and reporting possible bottlenecks
- Consulting with and informing Delivery Manager and/ or Client Team Manager about (potential) projects and details. Informing WFM Business Partner about planning matters, (available) capacity etc, in short and longer term in consultation with the Client Team Manager. Consulting about leave requests and requested schedule changes with AGENTs. Informing the internal organization in accordance with the meeting and communication structure prescribed within the WFM Client’s operations.
- Further, acts as consultant for Client Teams WFM set up and provide recommendations to improve and maximize client’s WFM tool.
Have you got what it takes?
- Minimum of 4 years in contact center workforce role.
- At least Bachelor level with relevant direction (mathematics, statistics, economics, informatics)
- Knowledge about COPC is preferred
- Workforce Management 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.
- Analytical skills, solid mathematics, and problem-solving backgrounds.
- Proactive working style and ability to meet deadlines with accuracy.
- Proven ability to multi-task and operate in a fast-paced environment.
- Initial assignment is night shift but should be flexible to be assigned to other shifts depending on client requirements.
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: 8028
Reporting into: Manager, Workforce Analysis, Managed Services, CX
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.
