Hiring For WFM Assistant Manager

Capacity Planning & Forecasting

Develop and maintain short-term and long-term capacity plans using advanced forecasting models

Analyze historical data to create accurate forecasts and perform scenario / what-if analysis

Monitor KPIs including shrinkage, absenteeism, attrition, and forecast accuracy

Drive continuous improvement in forecasting models and planning methodologies

Prepare dashboards, reports, and present insights to leadership

Collaboration & Stakeholder Management

Partner with Clients, Operations, HR, Scheduling, and Real-Time teams to align hiring plans and execution

Scheduling & Intraday Management

Design, publish, and maintain daily, weekly, and monthly schedules using NICE IEX and other WFM tools

Optimize shifts, breaks, lunches, overtime, and time-off requests balancing business needs and employee preferences

Perform intraday management to meet service level targets, including VTO and OT approvals

Monitor schedule adherence, analyze deviations, and coordinate corrective actions

Reporting, Compliance & Systems

Generate and distribute scheduling and performance dashboards with actionable insights

Ensure compliance with labor laws, company policies, and SLA commitments

Maintain system integrity in NICE IEX, including advanced modules (WebStation, Time Off Manager, Multi-skill)

Act as a subject matter expert for scheduling processes and support WFM optimization initiatives

Required Skills & Qualifications

Experience: 67 years of Workforce Management experience in a contact center environment

Strong expertise in Forecasting, Capacity Planning, Scheduling, and Real-Time Management

Tools & Technical Skills:

Hands-on experience with NICE IEX (preferred), Verint, Calabrio, or similar WFM tools

Strong knowledge of Erlang-based staffing models

Advanced Microsoft Excel; BI tools knowledge is a plus

Communication: Strong verbal and written communication with presentation skills

Analytical Skills: Ability to interpret complex data, identify trends, and propose effective solutions

Organization: Excellent time management and prioritization in a fast-paced environment