Senior Analyst, Wfm

64

Hyderabad, India
Nice iex configuration
Iex scheduling patterns
Labor law compliance
Review and update organizational changes, MU movements, and agility settings in IEX, and configure break and lunch patterns for optimal coverage

Job Summary

  • Review and update organizational changes, MU movements, and agility settings in IEX, and configure break and lunch patterns for optimal coverage.
  • Incorporate holidays, early closures, daylight savings, new hire headcount, and align schedules with short-term forecasted requirements considering shrinkage and volume fluctuations.
  • Generate reports and metrics to track key performance indicators (KPIs) and provide insights for decision-making, collaborating with Operations, Forecasting, and Scheduling teams.

Matching Summary

Review and update organizational changes, MU movements, and agility settings in IEX, and configure break and lunch patterns for optimal coverage.

Skills & Requirements

Must-have

  • NICE IEX configuration
  • IEX scheduling patterns
  • labor law compliance
  • contact center experience
  • NICE InContact experience

Nice-to-have

  • analytical and problem-solving skills
  • stakeholder communication
  • prioritize tasks
  • performance improvement insights

Key Requirements

  • 8+ years Contact Center experience
  • 3+ years NICE InContact & IEX experience
  • Graduate degree

Work Rights

Not specified

Tailored Resume

Cover Letter