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Workforce Optimization Analyst

4 months ago

North Palm Beach, United States Synergy Business Consulting Full time

Position Specific Description

Workforce Management & Scheduling:

  • Utilize NICE CXOne WFM [or similar software] to forecast call volume, create and maintain agent schedules, and ensure adherence to service level agreements (SLAs).
  • Analyze staffing needs and recommend adjustments to optimize agent utilization and customer wait times.
  • Manage agent time off requests and ensure adequate staffing levels are maintained.

CXOne Platform Configuration:

  • Maintain and configure the CXOne communications platform to meet evolving business needs and agent requirements.
  • Troubleshoot basic system issues and escalate complex problems to IT support.
  • Stay up to date on CXOne, IVR, and contact center best practices.
  • Performance Analysis & Reporting:
  • Develop and maintain reports to track key performance indicators (KPIs) such as call volume, handle time, customer satisfaction, and agent adherence.
  • Analyze performance data to identify trends, areas for improvement, and opportunities for coaching and development.
  • Prepare reports for management, highlighting key metrics and insights.

First-Level Technical Support:

  • Provide first-line technical troubleshooting for agents experiencing issues with the CXOne platform or other contact center technology.
  • Document and escalate complex technical issues to IT support.
  • Maintain a knowledge base for frequently encountered issues and solutions.

Qualifications:

  • Minimum 2-3 years of experience in a contact center or related business operations environment
  • Strong understanding of contact center operations and best practices
  • Proven experience with workforce management (WFM) software and scheduling principles
  • Experience working with a communications platform like CXOne (a plus)
  • Excellent analytical and problem-solving skills with a data-driven approach
  • Strong communication, interpersonal, and organizational skills
  • Proficient in Microsoft Office Suite and comfortable learning new software programs
  • Ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced environment

Job Overview

Employees in this role conduct complex operational analyses and lead medium to large project teams that support informed decision making within the business unit.

Job Duties & Responsibilities

  • Conducts analyses and prepares reports that provide operation and/or technical support to business operations
  • Conducts quantitative and qualitative research to support medium to large special projects
  • Assists with process design and modification for continuous business improvement
  • Performs other job-related duties as assigned

Required Qualifications

  • High School Grad / GED
  • Bachelor's or Equivalent Experience
  • Experience: 1+ years

Preferred Qualifications

  • Bachelor's Degree