Workforce Management (WFM)

Summary

Scope of this Role :

Scope includes Workforce team leadership & development, labor planning & optimization, real-time queue management, advanced analytics, process design/enhancements, departmental budgeting, strategic planning, contact routing design, self-service & Call Deflection capability improvement ideas and implementation support, and general consultation regarding contact center industry & best practices.

What we're looking for

Workforce Management

• Must have SIGNIFICANT NICE IEX administration & configuration experience.
• Leadership acumen with the ability to present complicated analytical analyses to peers and senior leadership.
• Ability to manage multiple critical tasks and prioritize those tasks effectively.
• Candidate should have a minimum of 15 years progressive experience within inbound contact center workforce management supported by NICE IEX WFM software.
• Expert level experience using NICE InContact (CXOne).

What you should expect in this role

• US shift time (8am - 5pm EST)

#LI-DNP