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

Role Overview HCLTech is actively hiring for multiple Workforce Management roles based out of Chennai in a hybrid work model. These positions span across NICE Dialer Analysis, Telephony Analysis, and NICE WFM Administration, catering to professionals with 3 to 10 years of relevant experience. Immediate joiners will be given preference, 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, managing parameters like pacing, retries, call blending, and compliance rules - Partner with WFM Forecasting, Scheduling, and Intraday teams to align dialer and telephony activity with staffing plans and real-time availability - Continuously monitor IVR, ACD, and telephony platform health to ensure call flows, routing logic, and system connectivity are functioning as designed - Track real-time call volumes, queue behaviour, and IVR containment rates to proactively detect anomalies, escalate issues, and support incident management - Administer and maintain NICE WFM and NICE CXone platforms including user setup, roles, permissions, forecasting, scheduling, adherence, and intraday management modules - Monitor dialer and telephony KPIs such as connect rates, abandonment, IVR containment, queue times, agent utilisation, and call completion rates - Support client requests related to campaign setup, IVR behaviour, call flow changes, and performance reviews while participating in governance and operational review calls - Ensure all dialer, telephony, and WFM system configurations comply with client requirements, regulatory obligations, and internal governance and audit standards - Create and maintain reports, dashboards, configuration documentation, call flow diagrams, change logs, and standard operating procedures - Coordinate with NICE support, IT teams, and vendors for upgrades, patches, integrations, and advanced troubleshooting Required Qualifications - 3 to 10 years of hands-on experience in Workforce Management within a contact centre environment - Demonstrated expertise with NICE WFM, NICE CXone, or NICE Dialer platforms in an operational or administrative capacity - Strong understanding of IVR architecture, ACD systems, outbound dialer strategies, and telephony infrastructure - Experience in WFM functions including forecasting, scheduling, intraday management, and real-time adherence - Ability to analyse performance data, identify trends, and provide actionable recommendations to operations and leadership teams - Familiarity with compliance requirements related to outbound dialling regulations and call routing governance - Excellent stakeholder management and communication skills for cross-functional collaboration with WFM, Operations, IT, and client teams - Willingness to work night shifts in a hybrid work model from Chennai Why Join Us HCLTech is a globally recognised technology leader offering excellent career growth opportunities, a collaborative work culture, and exposure to large-scale enterprise contact centre environments. Joining this team means working on impactful WFM and telephony solutions that directly influence customer experience and operational performance across diverse client portfolios.

- 3 to 10 years of WFM or contact centre experience - Proficiency in NICE WFM, NICE CXone, or NICE Dialer platforms - Knowledge of IVR, ACD, and outbound telephony systems - Experience in forecasting, scheduling, and intraday management - Strong analytical and KPI monitoring skills - Understanding of compliance and regulatory requirements for dialler campaigns - Excellent communication and stakeholder management abilities - Availability for night shift and hybrid work model in Chennai - Immediate joiners preferred

- Hybrid work model - Exposure to enterprise-level WFM and contact centre platforms - Multiple role openings with career growth potential - Collaborative and globally connected work environment