Real-Time Analyst (NICE IEX) Full Time NEW

Description

The Real-Time Analyst is the pulse of our daily operations. In this role, you will move beyond simple monitoring to active floor management using NICE IEX to optimize our multi-channel service delivery. We are looking for a professional who has already cut their teeth in a contact center environment and is ready to take ownership of real-time execution. You will manage the immediate balance of our Voice, SMS, Chat, and Email channels, ensuring that our skill matrices are performing at peak efficiency and adapting to volume shifts as they happen.

Responsibilities

• Real-Time Execution: Utilize NICE IEX to monitor and manage intra-day performance, adjusting skill prioritizations to meet service level goals.
• System Accuracy: Maintain and update skill matrices with high precision, conducting regular audits to ensure our routing matches current business needs.
• Forecast Maintenance: Update and refine WFM forecasts to reflect real-time departmental performance and account for systemic issues or anomalies.
• Performance Reporting: Compare initial forecasts against actual results, identifying specific opportunities for improvement in scheduling and routing.
• Collaborative Support: Partner closely with the Sr. WFM Analyst to evolve forecasting practices and provide leadership with clear, actionable data regarding daily operations.
• Agile Response: Quickly adapt contact strategies as the business onboards new technology, customer channels, and global partners.

Requirements

• Professional Experience: 2+ years of experience in a contact center environment. This is not a “zero-experience” role; we need someone who understands the flow and pressures of an enterprise-level operation.
• WFM Familiarity: Previous exposure to Workforce Management teams or direct experience with WFM tools, specifically NICE IEX, is a significant advantage.
• Technical Aptitude: Demonstrated ability to manage complex, multi-step processes and maintain the integrity of detailed data matrices.
• Organizational Skills: Above-average multitasking ability with a focus on accuracy and the ability to work effectively within a global team.
• Communication: Clear verbal and written skills to effectively escalate issues and communicate operational status to leadership.

Who We Are

Welcome to arrivia. We specialize in making brands better through the power of travel. With more than 55 years of combined experience, we’re a merger of three powerhouse brands: ICE, SOR Technology, and WMPH Vacations. With a global footprint and a passion for innovation, we are building a customer-first culture that delivers extraordinary travel experiences.

Our Core Values

• Stay Curious – Explore new challenges and make space to learn, grow, and improve.
• Keep it Real – Earn trust through open, honest, and clear communication.
• Own it – Seek ways to make an impact and take action.
• Win Together – Create a culture of connection and inclusion where everyone can be their best.