WFM Analyst & Team Lead Full Time NEW

Hi All,

We are hiring for the below WFM (Workforce Management) roles for Chennai, Shollinganallur location. Please find the below details about the job description.

Please note that we have multiple opportunities, so please refer the job to your friends/colleagues.

Experience level: 3 to 10years

Job Title: Analyst/Team Lead

Work Model: Hybrid

Shift: Night

NICE Dialer Analyst/ Team Lead

Job Description:

The NICE Dialer Analyst is a Workforce Management oriented analyst responsible for the end-to-end management, configuration, monitoring, and optimization of outbound and blended dialer campaigns within the NICE platform. This role ensures dialer strategies are aligned with forecasted demand, staffing plans, and client business objectives while maintaining compliance, productivity, and service-level performance.

The analyst acts as the bridge between WFM, Operations, and Telephony, leveraging NICE dialer capabilities to drive optimal contact strategies, maximize agent utilization, and improve customer contact outcomes.

Dialer Campaign Management

• Configure, launch, monitor, and optimize outbound and blended dialer campaigns within the NICE system.
• Manage campaign parameters including pacing, call blending, retries, contact strategies, and compliance rules.
• Perform ongoing dialer tuning to balance agent occupancy, abandon rates, and contact effectiveness.

WFM & Capacity Alignment

• Partner closely with WFM Forecasting, Scheduling, and Intraday teams to align dialer activity with staffing plans and real-time availability.
• Adjust dialer strategies based on intraday conditions, shrinkage, and operational constraints.
• Ensure outbound volume plans align with forecast accuracy and SLA commitments.

Performance Monitoring & Analysis

• Monitor dialer performance KPIs such as connect rates, penetration, abandonment, agent utilization, and productivity.
• Analyze campaign results and identify trends, gaps, and optimization opportunities.
• Provide actionable insights and recommendations to Operations and WFM leadership.

Client & Stakeholder Support

• Act as the primary dialer SME for assigned client(s).
• Support client requests related to campaign setup, changes, testing, and performance reviews.
• Participate in governance calls, operational reviews, and continuous improvement discussions.

Compliance & Quality Controls

• Ensure dialer campaigns comply with client rules, regulatory requirements, and internal governance standards.
• Support audits, validations, and campaign approvals as required.
• Maintain accurate documentation of dialer configurations and changes

Telephony Analyst/Team Lead

Job Description:

The Telephony Analyst is a Workforce Management aligned contact center analyst responsible for the end-to-end monitoring, support, and optimization of telephony and IVR platforms supporting inbound, outbound, and blended contact strategies. This role ensures telephony solutions including IVR flows, call routing, trunk capacity, and platform availability are operating effectively, aligned with forecasted demand, staffing plans, and client service objectives.

The analyst acts as the bridge between WFM, Operations, IT/Telecom, and Vendors, ensuring call delivery integrity, IVR performance, and telephony stability while proactively identifying risks, performance gaps, and optimization opportunities that impact customer experience, agent productivity, and SLA attainment.

IVR & Telephony Platform Monitoring

• Continuously monitor IVR, ACD, and telephony platform health to ensure call flows, routing logic, and connectivity are functioning as designed.
• Track real-time call volumes, queue behavior, routing outcomes, and IVR containment rates to identify anomalies or degradation.
• Proactively detect and escalate telephony issues such as call failures, delays, misroutes, audio issues, or system latency.

Telephony Configuration & Change Support

• Support IVR menu changes, call flow updates, routing adjustments, and platform configuration requests in coordination with IT and vendors.
• Validate telephony changes through testing and post-implementation monitoring to ensure expected outcomes and no downstream impact.
• Maintain configuration documentation, call flow diagrams, and change logs for all supported telephony components.

WFM & Demand Alignment

• Partner with WFM Forecasting, Scheduling, and Intraday teams to ensure telephony capacity and routing strategies align with forecasted demand.
• Monitor trunk utilization, queue distribution, and call arrival patterns to prevent capacity constraints or call blocking.
• Support intraday decision-making by providing real-time telephony insights during volume surges, incidents, or BCP activations.

Incident Management & Escalation

• Act as the primary point of contact for telephony-related incidents impacting operations.
• Perform initial triage, impact assessment, and escalation to IT, telecom providers, or platform vendors as needed.
• Lead incident tracking, communication updates, root cause analysis support, and post-incident reviews.

Performance Monitoring & Analysis

• Monitor telephony and IVR KPIs such as call completion rates, IVR containment, transfer rates, queue times, and call failures.
• Analyze trends and recurring issues affecting call delivery, customer experience, or agent productivity.
• Provide insights and recommendations to WFM and Operations leadership to improve routing efficiency and platform performance.

Client & Stakeholder Support

• Serve as the telephony and IVR SME for assigned client(s) and Lines of Business.
• Support client requests related to IVR behavior, routing changes, holiday schedules, and call flow reviews.
• Participate in operational reviews, governance calls, and continuous improvement discussions as a telephony subject matter expert.

Compliance & Control Management

• Ensure telephony and IVR configurations comply with client requirements, regulatory obligations, and internal governance standards.
• Support audits, control validations, and compliance reviews related to call routing, disclosures, and customer contact handling.
• Ensure accurate documentation and approval processes are followed for all telephony-related changes.

Job Title: NICE Administrator (WFM / Contact Center)- Analyst

Role Summary

The NICE Administrator is responsible for the administration, configuration, monitoring, and support of NICE Workforce Management (WFM) and related NICE Contact Center solutions. This role ensures optimal system performance, data accuracy, and alignment with operational and business requirements.

Key Responsibilities

• Administer and maintain NICE WFM / NICE CXone platforms, including user setup, roles, and permissions.
• Configure and manage WFM components such as forecasting, scheduling, intraday management, adherence, and reporting.
• Monitor system performance and proactively identify and resolve issues.
• Support dialer, telephony, and ACD integrations with NICE systems.
• Perform configuration changes, upgrades, and patches in coordination with NICE support and internal IT teams.
• Ensure data accuracy for historical data loads, forecasts, schedules, and reports.
• Create, maintain, and customize reports and dashboards for operations and leadership.
• Troubleshoot application, integration, and performance issues; coordinate with vendors for advanced support.
• Support auditing, compliance, and security standards within the NICE environment.
• Collaborate with WFM planners, operations teams, IT, and vendors to support business initiatives.
• Document system configurations, processes, and standard operating procedures (SOPs).
• Provide user training and ongoing support for WFM and NICE-related tools.

Please note that immediate joiners will be preferred.