Workforce Management Analyst

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About The Job:

As a Resource Planning Analyst within the TRO Resource Planning team, you will support the governance and accuracy of workforce systems by ensuring data integrity in NICE, managing headcount updates, and serving as a key liaison between NICE technical teams and Managed Service Providers. You will also contribute to the development and validation of short-term demand forecasts to inform capacity planning and scheduling. In addition, you will help design, maintain, and optimize skill-based routing logic to ensure accurate case assignment across workflows, aligning resource capabilities with evolving business needs. This role plays a critical part in optimizing demand forecasting, capacity planning, skill-based resource allocation, and overall operational performance.

Essential Job Functions:

Forecasting & Demand Planning:

Monitor short- to medium-term forecasts for queued volume, handle time, attrition and shrinkage using historical and behavioral data. Translate forecasts into staffing optimization to meet service levels.

Align staffing recommendations with forecasted workload, shrinkage assumptions, and headcount availability. Support headcount ramping plans and cross-training initiatives.

Design, maintain, and optimize skill-based routing rules across and ensure routing logic accurately reflects agent capabilities, workflow priorities, and business requirements.

Maintain accuracy of employee profiles, group mappings, and scheduling parameters in NICE.

Ensure timely updates to reflect staffing changes and organizational shifts.

Manage headcount records across planning tools and coordinate with Ops and vendor partners to keep planning systems up to date.

Collaborate with the Managed Service Providers Workforce Management team to align schedules with interval-level forecasts and business needs, including shift coverage and time-off planning.

Support the real-time team by monitoring daily performance metrics and recommending schedule or staffing adjustments in response to intraday demand shifts or disruptions.

Serve as the primary point of contact between NICE system admins and operations to translate requirements, validate system changes, and troubleshoot configuration issues.

Prepare and maintain documentation on routing logic, data integrity across systems and planning inputs. Support reporting on forecast, staffing coverage, and routing performance.

Identify opportunities to improve accuracy, scalability, and operational impact across planning, scheduling, and routing processes.

Track, and analyze KPIs such as service level, average handle time, utilization, shrinkage, attrition, and schedule efficiency Work closely with engineering, data science, and operations to understand business strategies, and monitor product and efficiencies ramps.

Utilize NICE forecasting software, statistical tools, and advanced programing skills to develop skill routing prioritization and ensure data integrity.

Qualifications:

Bachelor's degree in business, Operations Management, Economics, Statistics, Supply Chain Management, or related field.

5+ years previous experience in demand planning, data analysis and workforce management is required.

Proficiency in programming languages such as Python, Java and SQL. Proficiency in using workforce management software and tools (e.g., WFM-NICE software, Excel, data analysis tools).

How to Apply:

Equal Opportunity Employer:

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Exp Req

0 - 2 Yrs. - INR 5,000

2 - 6 Yrs. - INR 7,500

6 + Yrs. - INR 10,000