Workforce Management Manager

Job Summary

A company is looking for a Manager, Forecast & Workforce Management.

Key Responsibilities

• Coordinate staffing, scheduling, and volume forecasting for multiple operational functions
• Lead and manage scheduling functions to optimize employee engagement and service level efficiencies
• Analyze statistical data to provide insights and recommendations for operational improvements

Required Qualifications

• Bachelor's Degree in a related field or equivalent experience; Master's degree preferred
• Five years of experience in forecasting within a multi-contact center environment
• Three years of experience with NICE IEX TotalView or similar workforce/scheduling software
• Three years of management or supervisory experience, including performance reviews
• Demonstrated analytical and quantitative skills