Manager

• Lead, mentor, and develop a team of workforce professionals to meet and exceed service level goals and business KPIs including Average Handle Times, Abandons, and Service Levels, Average Speed of Answer, Occupancy.
• Champion workforce management best practices to enhance operational efficiency, improve service delivery, and reduce labor costs.
• Collaborate with senior leadership to align WFM initiatives with broader organizational goals and drive transformational outcomes.
• Oversee the development of precise short-term and long-term forecasts using NICE WFM, PowerBI, Oracle Strategic Planner and other predictive tools to ensure coverage for all contact channels (voice, chat, email).
• Proactively manage capacity planning to optimize staffing levels, reduce gaps, and enhance FIT (Forecast-Intraday-Trajectory) accuracy.
• Drive the creation and refinement of schedules, balancing operational needs with agent satisfaction and performance.
• Implement robust real-time management strategies to monitor contact center performance, adjust schedules dynamically, and mitigate risks impacting service levels.
• Leverage NICE WFM Intraday Manager to analyze trends, identify variances, and execute corrective actions to maintain KPIs including Real-time Adherence.
• Conduct forward looking advanced data analysis to identify performance trends, inefficiencies, and actionable insights for operational improvement.
• Build and deliver high-impact monthly management review decks to senior leadership, ensuring clear, data-driven recommendations for improving productivity and customer experience.
• Integrate WFM metrics (SVL, ASA, adherence, occupancy) with operational goals to drive decision-making.
• Identify and implement opportunities to streamline processes, automate workflows, and adopt innovative technologies that elevate WFM operations.
• Lead cross-functional enterprise projects to enhance workforce efficiency, agent engagement, customer satisfaction and business outcomes.
• Serve as the key liaison between workforce management, operations, and senior leadership teams to align on staffing, performance, and business needs.
• Coordinate with senior business partners to align hiring schedules, capacity plans, and departmental initiatives to ensure seamless execution.

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