Related skills
workforce management forecasting scheduling contact center nice📋 Description
- Lead workforce planning and real-time monitoring for Community Support
- Maximize efficiency through staffing and SLA performance
- Balance cost control with service quality using analytics
- Develop and coach a WFM team; implement best practices
- Collaborate with operations, HR, Product to align strategies
- Design contingency plans for peak periods and incidents
🎯 Requirements
- 10+ years in workforce management or related ops roles
- Deep contact center ops knowledge and staffing optimization
- Proficiency with WFM tools: Aspect, NICE, Verint
- Forecasting, scheduling, real-time adherence, reporting
- Experience with contact center ops and volume fluctuations
- Strong analytical skills; data-driven decisions
- Excellent project management across multiple initiatives
- Exceptional leadership and stakeholder communication
🎁 Benefits
- US remote eligible; must reside in a supported state
- Bonus, equity, benefits, and travel credits may apply
- Comprehensive benefits package
- Commitment to inclusion and belonging
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