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Summary
Description
Purpose of Role:
This role oversees forecasting, capacity planning, staffing, scheduling, real-time management, adherence, reporting, and workforce optimization across internal teams and BPO partners. The Manager owns the NICE IEX WFM platform, builds the reporting that Operations and Finance rely on, and uses data, technology, and automation to improve service performance, workforce efficiency, and labor cost while developing and leading a high-performing WFM team.
Essential Responsibilities:
Forecasting & capacity planning — Lead short-, medium-, and long-term forecasting and capacity planning across multiple languages, channels, locations, and BPO vendors. Own weekly forecast-vs-actual tracking, forecast-bias correction, and reforecasting.
NICE IEX ownership — Use NICE IEX WFM 8.x (NICE Cloud) to build forecasts, staffing requirements, schedules, adherence strategies, and intraday plans. Administer the system end to end, including management units, activity codes, agent profiles, security/permissions, and schedule-change and time-off workflows.
Staffing models — Build staffing and workload models that account for volume, handle time (talk + ACW), shrinkage, occupancy, service level, skills/language mix, employee availability, and business growth; translate requirements into FTE by skill, vendor, and interval.
Line adherence staffing model — Apply line adherence (scheduled-vs-actual staffed time against interval requirements) to measure coverage, manage vendor FTE commitments, and support adherence-based billing and staffing decisions.
Scheduling — Oversee schedule shell design, schedule development, and optimization to maximize coverage, utilization, adherence, and cost efficiency, including off-phone and project time.
Real-time management — Provide strategic oversight of RTA/intraday management: monitor volume, staffing, service level, ASA, abandonment, and adherence, and direct corrective actions across internal and vendor teams.
Reporting — Develop and present daily, weekly, monthly, and quarterly reporting (forecast vs. actual, fulfillment, FTE coverage, vendor performance) with clear recommendations for Operations and senior leadership.
Vendor billing & governance — Manage WFM relationships with BPO and external vendor partners, including staffing requirements, capacity commitments, performance scorecards, service-level governance, and validation of vendor billing. Support new vendor onboarding from a WFM perspective.
Data integrity & automation — Use SQL and WFM data integrations to automate reporting, roster/headcount processes, and data feeds. Validate data quality and work with the system vendor to resolve platform issues.
Cross-functional partnership — Partner with Operations, Finance, Data/Analytics, and Technology to align staffing plans with client demand, budget, and growth; contribute to annual budget and headcount planning.
Scenario analysis — Provide workforce recommendations and what-if scenarios (volume shifts, vendor mix, staffing distribution) to support operational, financial, and strategic decisions.
People leadership & enablement — Lead, coach, mentor, and develop WFM analysts. Build and deliver WFM/IEX training and maintain process documentation.
Subject-matter expertise — Serve as the WFM SME for NICE IEX and support system enhancements, configuration changes, implementations, integrations, and process improvements.
Perform other duties and responsibilities as assigned.
Knowledge, Skills and Abilities:
5+ years of progressive Workforce Management experience, preferably in a high-volume contact center or BPO environment.
2+ years of WFM leadership or people-management experience.Hands-on NICE IEX experience across forecasting, staffing, scheduling, adherence, and intraday/real-time management, including system administration.
Strong understanding of forecasting, capacity planning, Erlang/workload-based and line adherence staffing models, shrinkage, occupancy, service level, adherence, and productivity.
Experience supporting multi-skill, multi-channel, multi-site, multilingual, and outsourced operations.
Working SQL skills.
Advanced Microsoft Excel and experience with BI/analytics tools such as Power BI, Sisense, Tableau, or Python.Experience managing BPO/vendor partners, including capacity commitments, performance reporting, and validating FTE- or adherence-based billing.
Strong analytical and problem-solving skills; able to trace a number back to source data and explain it in plain language to non-WFM leaders.Strong communication, presentation, and documentation skills.Demonstrated ability to coach, mentor, and develop WFM professionals.Ability to manage multiple priorities and work effectively in a fast-paced, data-driven environment.
Experience with multilingual operations preferred.
Relevant Working Conditions/Physical Demands:
Sitting/Stationary: Often requires sitting at a desk and looking at a computer screen for 70% - 90% of the workday.
Fine Finger Dexterity: High use of keyboards, computer mice, and standard office equipment.
Lifting/Moving: Minimal physical exertion; occasionally required to lift or carry office supplies, files, or packages weighing up to 20 lbs.
Mobility: Intermittent standing, walking, and bending or stooping to retrieve files.
Equiti is an Equal Opportunity Employer Committed to creating a diverse and inclusive company culture. We do not discriminate against candidates and employees due to age, disability, sex, race, gender identity, sexual orientation, religion, national origin, veteran status, or any other protected status under the law.
The Company is committed to making modifications to its hiring process to make it accessible for people with disabilities.