JOB SUMMARY

The Workforce Management Analyst I supports contact center operations by ensuring optimal staffing through accurate forecasting, scheduling, and real-time monitoring. This role administers and maintains NICE IEX WFM and other related workforce management tools to help achieve service level targets while improving operational efficiency. The position works closely with operational leaders to align staffing resources with business needs and provide actionable insights for continuous improvement.

KNOWLEDGE, SKILLS, ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• 1–3 years of administrative experience with NICE IEX WFM or similar WFM platforms (NICE inContact, NICE MPower, etc.)
• Strong understanding of workforce management principles: forecasting, scheduling, and real-time management.
• Proficient in Microsoft Excel (pivot tables, VLOOKUPs, macros), Word, PowerPoint, and Access.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication and collaboration abilities to work cross-functionally with multiple levels of leadership.
• Highly organized with strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
• Preferred: Experience with NICE CXone/inContact, Avaya, Five9, or Genesys. Knowledge of healthcare revenue cycle operations is a plus.

EDUCATION / EXPERIENCE

Include minimum education, technical training, and/or experience preferred to perform the job.

• Minimum of 1–3 years’ experience in workforce management with NICE IEX or comparable system.
• Bachelor’s degree preferred or equivalent work experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Others may be assigned.

• Create and manage agent schedules, including shift bids, time-off requests, and exceptions.
• Administer and optimize NICE IEX WFM for forecasting, scheduling, and real-time adherence monitoring.
• Maintain and update short-term and long-term forecasts, track forecast accuracy, and recommend adjustments.
• Provide WFM Training for Agents and Supervisors.
• Monitor intraday performance, recommend adjustments to meet service levels, and communicate changes to operations.
• Collaborate with Operations to plan off-phone activities such as meetings and training with minimal service impact.
• Generate and distribute performance and staffing reports (daily, weekly, monthly).
• Support continuous improvement initiatives and identify WFM best practices.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• 1–3 years of administrative experience with NICE IEX WFM or similar WFM platforms (NICE inContact, NICE MPower, etc.)
• Strong understanding of workforce management principles: forecasting, scheduling, and real-time management.
• Proficient in Microsoft Excel (pivot tables, VLOOKUPs, macros), Word, PowerPoint, and Access.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication and collaboration abilities to work cross-functionally with multiple levels of leadership.
• Highly organized with strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
• Preferred: Experience with NICE CXone/inContact, Avaya, Five9, or Genesys. Knowledge of healthcare revenue cycle operations is a plus

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to work in a sitting position, use a computer, and answer the telephone