WorkForce Manager

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Описание

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

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