workforce real-time AnalystNICE Systems
Workplace: MetroManila, Manila, Taguig
Salary: Agreement
Work form: Full time
Posting Date: 08/11/2025
Deadline: 29/12/2020
Position at NICE
Workforce Real-Time Analyst
Location: Taguig City, Philippines Various positions being filled in a workforce management capacity including long and short-term forecasting, scheduling, vendor requirements, real-time traffic, and intraday management. This is a Start-Up Team.
As a Workforce Management Team Member, a Typical Day Might Include the Following:
Calculation of required capacity and seats of assigned projects.
Personnel staffing of schedules on assigned projects/CT's, in such a way that pre-defined goals are met (ie optimal occupancy and project agreements are achieved).
Forecasting of interactions and productivity, capacity management, pool management, production planning, and staff planning of one or more Client Teams.
Coordinating the required capacity and deployment in agents and workplaces within a Client Team, in such a way that optimal utilization and occupancy are realized and the project KPI's made can be met.
Ensuring that quantitative project KPI's, such as service level and intraweek - and intraday productivity are integrally realized as efficiently as possible (optimizing of occupancy).
Accurate realization of agent schedules, in such a way that the NICE- and specific project-targets (KPI's) are met within the set policy.
Providing additional information regarding the optimization of occupancy, in such a way that action can be taken in a timely manner.
Intraday periodical monitoring of forecasted planning parameters and applying corrective measures if the realization deviates from the forecast. This should be done in such a way that project KPI's are achieved and/or optimized.
Monitor and manage the schedule adherence of the CSR's as accurately as possible and assure CSR's adhere to the schedule provided by WFM Intraday Management and WFM planning.
RTA monitoring development of productivity metrics of the CSR's such as Emails/Calls per hour, After Call Work Time, and Average Handle Time.
Maintain base administration of agents including additions, terminations, skills, availability, wish hours, group definitions, etc.
May assist in completing cross-functional workforce tasks as needed.
Performs all other duties as assigned.
To Land This Gig You'll Need:
Minimum of 2+ years in the contact center workforce role.
Bachelor's degree in a related discipline such as communication, economics, logistics, or mathematics.
Workforce experience relative to long and short-term forecasting, scheduling, vendor requirements, real-time traffic, and/or intraday management.
Experience with NICE WFM systems as well as proficiency in Microsoft Office, particularly Excel (ie pivot tables, VisualBasic and Macro's) and Windows.
Ability to work successfully in an outsourced vendor environment while achieving performance expectations.
Excellent problem-solving ability in high-pressure situations.
Excellent verbal, written communication, and presentation skills in English are a must.
Other WFM software experience.
May require analytical skills, solid mathematics, and problem-solving backgrounds.
Proactive working style.
Ability to meet deadlines with accuracy.
Proven ability to multi-task.
ABOUT NICE inContact: NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world's No. 1 cloud customer experience platform, NICE inContact CXoneTM, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation, and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.
NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.
NICE Systems
Workforce Real-Time Analyst
Location: Taguig City, Philippines Various positions being filled in a workforce management capacity including long and short-term forecasting, scheduling, vendor requirements, real-time traffic, and intraday management. This is a Start-Up Team.
As a Workforce Management Team Member, a Typical Day Might Include the Following:
Calculation of required capacity and seats of assigned projects.
Personnel staffing of schedules on assigned projects/CT's, in such a way that pre-defined goals are met (ie optimal occupancy and project agreements are achieved).
Forecasting of interactions and productivity, capacity management, pool management, production planning, and staff planning of one or more Client Teams.
Coordinating the required capacity and deployment in agents and workplaces within a Client Team, in such a way that optimal utilization and occupancy are realized and the project KPI's made can be met.
Ensuring that quantitative project KPI's, such as service level and intraweek - and intraday productivity are integrally realized as efficiently as possible (optimizing of occupancy).
Accurate realization of agent schedules, in such a way that the NICE- and specific project-targets (KPI's) are met within the set policy.
Providing additional information regarding the optimization of occupancy, in such a way that action can be taken in a timely manner.
Intraday periodical monitoring of forecasted planning parameters and applying corrective measures if the realization deviates from the forecast. This should be done in such a way that project KPI's are achieved and/or optimized.
Monitor and manage the schedule adherence of the CSR's as accurately as possible and assure CSR's adhere to the schedule provided by WFM Intraday Management and WFM planning.
RTA monitoring development of productivity metrics of the CSR's such as Emails/Calls per hour, After Call Work Time, and Average Handle Time.
Maintain base administration of agents including additions, terminations, skills, availability, wish hours, group definitions, etc.
May assist in completing cross-functional workforce tasks as needed.
Performs all other duties as assigned.
To Land This Gig You'll Need:
Minimum of 2+ years in the contact center workforce role.
Bachelor's degree in a related discipline such as communication, economics, logistics, or mathematics.
Workforce experience relative to long and short-term forecasting, scheduling, vendor requirements, real-time traffic, and/or intraday management.
Experience with NICE WFM systems as well as proficiency in Microsoft Office, particularly Excel (ie pivot tables, VisualBasic and Macro's) and Windows.
Ability to work successfully in an outsourced vendor environment while achieving performance expectations.
Excellent problem-solving ability in high-pressure situations.
Excellent verbal, written communication, and presentation skills in English are a must.
Other WFM software experience.
May require analytical skills, solid mathematics, and problem-solving backgrounds.
Proactive working style.
Ability to meet deadlines with accuracy.
Proven ability to multi-task.
ABOUT NICE inContact: NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world's No. 1 cloud customer experience platform, NICE inContact CXoneTM, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation, and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.
NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.
NICE Systems
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Taguig City, Metro Manila
Permanent
Full-time
Permanent
Full-time
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NICE Systems
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NICE Systems jobs
Taguig, Metro Manila
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