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Business Analyst, Assoc

Job Type
Contract to Hire
North Palm Beach, Florida
US$24.23 - US$26.92 per hour
Job Ref
Date Added
June 26th, 2024

Business Analyst, Associate - Nextera Energy

Juno Beach, FL



We are seeking a highly motivated and detail-oriented Workforce Optimization Specialist to join our dynamic contact center team. The Workforce Optimization Specialist plays a critical role in ensuring the smooth operation of our contact center by administering workforce management scheduling configuring the contact centers omnichannel communications platform performance analysis and reporting and providing first-level technical support. You will be a problem-solver with a keen eye for detail and a desire to continuously improve our agent experience and customer service delivery.




Workforce Management Scheduling:

  • Utilize NICE CXOne WFM [or similar software] to forecast call volume create and maintain agent schedules and ensure adherence to service level agreements SLAs.
  • Analyze staffing needs and recommend adjustments to optimize agent utilization and customer wait times.
  • Manage agent time off requests and ensure adequate staffing levels are maintained.


CXOne Platform Configuration:

  • Maintain and configure the CXOne communications platform to meet evolving business needs and agent requirements.
  • Troubleshoot basic system issues and escalate complex problems to IT support.
  • Stay up to date on CXOne IVR and contact center best practices.


Performance Analysis Reporting:

  • Develop and maintain reports to track key performance indicators KPIs such as call volume handle time customer satisfaction and agent adherence.
  • Analyze performance data to identify trends areas for improvement and opportunities for coaching and development.
  • Prepare reports for management highlighting key metrics and insights.


First-Level Technical Support:

  • Provide first-line technical troubleshooting for agents experiencing issues with the CXOne platform or other contact center technology.
  • Document and escalate complex technical issues to IT support.
  • Maintain a knowledge base for frequently encountered issues and solutions.



  • Minimum 2-3 years of experience in a contact center or related business operations environment
  • Strong understanding of contact center operations and best practices
  • Proven experience with workforce management WFM software and scheduling principles
  • Experience working with a communications platform like CXOne a plus
  • Excellent analytical and problem-solving skills with a data-driven approach
  • Strong communication interpersonal and organizational skills
  • Proficient in Microsoft Office Suite and comfortable learning new software programs
  • Ability to work independently manage multiple priorities and meet deadlines in a fast-paced environment

Impellam Group and its brands are equal-opportunity employers committed to diversity and inclusion. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, pregnancy or maternity, national origin, age, disability, veteran status, or any other factor determined to be unlawful under applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application, interview process, pre-employment activity, and the performance of crucial job functions.

If you require additional disability considerations, modifications, or adjustments please let us know by contacting HR-InfoImpellamNA@impellam.com or fill out this form to request accommodations.

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