WFM Analyst and Team Lead - NICE Dialer, Telephony and NICE Administrator

Role Overview HCLTech is actively looking for experienced Workforce Management professionals to join its Chennai operations team in multiple roles including NICE Dialer Analyst, Telephony Analyst, and NICE Administrator. These are hybrid night shift positions suited for candidates with 3 to 10 years of WFM and contact centre experience. Immediate joiners are strongly preferred and candidates are encouraged to refer friends and colleagues as multiple openings are available. Key Responsibilities - Configure, launch, monitor, and optimise outbound and blended dialer campaigns within the NICE platform while managing pacing, call blending, retries, and compliance rules - Partner with WFM Forecasting, Scheduling, and Intraday teams to align dialer and telephony activity with real-time staffing plans and service-level commitments - Continuously monitor IVR, ACD, and telephony platform health including call routing, trunk capacity, queue behaviour, and IVR containment rates - Perform initial triage, incident tracking, root cause analysis, and escalation to IT, telecom providers, or platform vendors for telephony-related issues - Administer and maintain NICE WFM and NICE CXone platforms including user setup, roles, permissions, forecasting, scheduling, intraday management, and adherence modules - Monitor dialer and telephony KPIs such as connect rates, abandonment, call completion, IVR containment, and agent utilisation to identify trends and optimisation opportunities - Act as the primary subject matter expert for assigned clients on dialer, telephony, and NICE WFM configurations, participating in governance calls and operational reviews - Ensure all dialer, IVR, and WFM configurations comply with client requirements, regulatory obligations, and internal governance and audit standards - Create and customise reports and dashboards, maintain configuration documentation, call flow diagrams, SOPs, and change logs - Collaborate with WFM planners, Operations, IT, and vendors to support platform upgrades, patches, and business initiatives Required Qualifications - 3 to 10 years of hands-on experience in Workforce Management within a contact centre environment - Proficiency in NICE Dialer, NICE WFM, or NICE CXone platforms including campaign configuration and system administration - Strong understanding of inbound and outbound call centre operations, IVR flows, ACD routing, and telephony infrastructure - Experience monitoring WFM and telephony KPIs and generating actionable insights for operations and leadership - Familiarity with compliance standards, audit processes, and governance frameworks in a contact centre setting - Excellent analytical, documentation, and stakeholder communication skills Why Join Us HCLTech is a globally recognised technology company offering dynamic career growth opportunities and a collaborative work environment. This role offers exposure to advanced WFM and telephony platforms while working with diverse clients and cross-functional teams in a high-impact contact centre setting.

- 3 to 10 years of WFM or contact centre experience - Hands-on experience with NICE Dialer, NICE WFM, or NICE CXone - Knowledge of IVR, ACD, and telephony platform monitoring - Experience in outbound and blended campaign management - Strong analytical and performance monitoring skills - Familiarity with compliance and governance standards - Ability to create reports and dashboards for operational leadership - Excellent coordination and stakeholder management abilities

- Hybrid work model - Exposure to global clients and advanced WFM platforms - Multiple role openings with immediate joining preference - Opportunity to work with a globally recognised technology brand