Workforce Planning Analyst II

Overview

Develop capacity plans and analyze workforce data to ensure the organization meets service level objectives efficiently, using Power BI and NICE IEX Workforce Management.

What you'll do

• Develop and maintain short-term and long-term capacity plans to support operational staffing requirements.
• Analyze large and complex datasets to identify trends, risks, and optimization opportunities.
• Build and maintain Power BI dashboards and reports to provide actionable insights to leadership.
• Partner with Forecasting, Scheduling, and Operations teams to ensure alignment with service level targets and demand.
• Use NICE IEX to analyze staffing, adherence, schedule efficiency, and performance metrics.
• Translate complex data into clear insights and recommendations for stakeholders.
• Monitor key performance indicators (KPIs) including service levels, occupancy, and utilization.
• Support scenario modeling and "what-if" analysis to evaluate business changes.
• Identify opportunities to improve forecasting accuracy and workforce efficiency.

What you'll need

• 3+ years of experience in Workforce Management, Capacity Planning, or Workforce Analytics.
• Hands-on experience with NICE IEX Workforce Management and configuration.
• Experience building dashboards and reports using Power BI.
• Advanced data analysis skills with the ability to interpret complex datasets.
• Strong proficiency in Excel (pivot tables, formulas, data analysis).
• Excellent communication skills with the ability to present insights to stakeholders.
• Strong problem-solving and critical thinking skills.

Nice to have

• Experience in contact center operations or workforce management.
• Experience with SQL, data modeling, or advanced analytics.
• Experience supporting large-scale operations or multi-site environments.
• Forecasting and capacity planning experience with back office teams.

Details

• Location: Pune City, India.
• Scheduled shift: 8am-5pm EST, Monday-Friday.