Operations Analyst - WFM Client Services
About The Position
This job is responsible for analyzing the day-to-day issues, researching, and providing resolution for various issues identified within a business unit. Key responsibilities include supporting defined procedures, routine analytics, and creating reports and completing exception processing. The Workforce Analyst is responsible for day-to-day analysis, research, and resolution of operational challenges within the workforce management function. This role supports scheduling optimization, reporting, and execution of defined processes to drive operational efficiency. The analyst will coordinate implementation of workforce solutions, provide reporting insights, and support continuous improvement initiatives. This position requires a strong understanding of the operations environment, typically gained through 2–4 years of relevant experience.
Requirements
- 2+ years of workforce management experience using NICE IEX WFM
- Current Client Services Resource Planning experience
- Strong proficiency in Microsoft Excel (pivot tables, conditional formulas) and PowerPoint
- Demonstrated analytical and problem-solving skills
- Ability to quickly adapt to new tools, processes, and business requirements
- Strong interpersonal and communication skills with the ability to collaborate effectively across teams
- Proven ability to manage multiple priorities in a fast-paced environment
- Self-starter with the ability to work independently and with minimal supervision
Nice To Haves
- Experience in a contact center or operations-heavy environment
- Exposure to workforce planning, scheduling optimization, or capacity modeling
- Familiarity with reporting tools and data visualization
- IEX experience and knowledge
- Strong organizational skills
- Decision-making ability
- Collaboration and relationship-building
- Results-driven mindset with a commitment to excellence
Responsibilities
- Assists with coordination of implementation for products, services, and operational solutions
- Supports the design, documentation, implementation, and monitoring of new products and services
- Provides guidance regarding procedural, technical, and operational changes
- Expands business products knowledge within operations environment
- Builds network by developing relationships with partners and teammates
- Inspects data to identify issues and trends
- Collects and interprets data to validate operational processes
- Creates and maintain associate profiles within workforce scheduling systems (NICE IEX WFM)
- Proactively schedules all off-phone activities, including meetings, compliance training, and special initiatives
- Analyzes and optimizes schedules at the interval level (daily and weekly) to ensure operational efficiency and service delivery
- Generates reports and provide insights to support workforce and operational decision-making
- Collaborates with site leadership to understand staffing needs and provide guidance on workforce management processes
- Assists in implementing new workforce processes, tools, and improvements
- Provides support and guidance to team members regarding procedural and operational updates
- Performs additional duties as assigned by leadership
Benefits
- Access to paid time off
- Resources and support to our employees
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
