About The Role

Job Title

Manager I, WFM

Job Description

Workforce Managers must have strong computer skills in order to store data, create reports, produce plans and perform other tasks. Analytical skills are important for reviewing information and forming appropriate conclusions. Workforce Managers should have strong communication skills to ensure that stakeholders are kept informed of developments effectively and to ensure that all appropriate staff are aware of any challenges. Organizational skills are important as workforce Managers play a key role in establishing an efficient workplace environment and they also must be able to manage a range of tasks and prioritize their responsibilities.

A drive for self-learning and knowledge enhancement is desired

Extensive experience with NICE IEX software preferred

Ability to simplify complex operations into repeatable processes

Comfortable in fast-paced environment

Ability to make decision in time sensitive ambiguous situations Key Responsibilities

Managers will oversee teams utilizing Work force Management tools to generate and publish staffing plans and schedules.
Maintain accurate forecasts
Audit and maintain headcount accuracy
Submit and track New Hire requisitions as needed to maintain appropriate staffing
Submit and track seat reservations
Create and publish weekly / monthly / annual capacity plans
Collaborate with Operations teams to ensure business needs are met
Post mortem Analysis and production of accurate shrink trends
Model scenarios to meet potentially changing needs and/o improve upon existing environment.
Monitor email and respond to each request within a reasonable amount of time.
Initiate and manage communications between respective teams.
Host weekly planning meetings with WFM and Operations teams to review capacity, training, headcounts, etc..
Knowledge of IEX is mandatory