Lead Analyst, WFM

Key Responsibilities:

• Lead and manage a team of Real-Time Analysts (RTAs) to monitor and optimize workforce performance in real-time. Develop and implement real-time monitoring strategies to ensure service level objectives are met and maintained.
• Provide guidance and support to RTAs in making real-time adjustments to staffing levels, schedules, and resources to optimize operational efficiency and service excellence. Analyze real-time and historical data to identify trends, patterns, and opportunities for process improvement.
• 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.
• Plan ad-hoc activities in advance and coordinate with planning team for SLA/ASA-sensitive days. Review new hire headcount, start dates, and go-live timelines during weekly calls.
• Identify scheduling gaps and collaborate with planning teams for optimal coverage. Review recommended shift counts weekly and create additional patterns to minimize staffing shortages.
• 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.
• Conduct regular performance reviews, provide feedback, and coach RTAs to enhance their skills and knowledge.
• Develop and maintain standard operating procedures (SOPs) and best practices for real-time monitoring and workforce optimization.
• 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 2-3 years of experience as a SLC / RTA Lead managing a team size of 5 to 6 analysts.
• Current experience (2-3 years) 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.
• Proven leadership abilities with the ability to motivate and inspire team members to achieve goals.
• Strong organizational skills with the ability to prioritize tasks and manage multiple projects simultaneously