About this 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 situationsKey Responsibilities
• Managers will oversee teams utilizing Workforce 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
Location: PHL Work-at-Home Language Requirements:
Time Type: Full time