Senior Workforce Management Program Manager- NICE IEX/ Contact Center - Greater St. Louis
3 weeks ago
Job summary
This role is responsible for leading large-scale transformation of contact center workforce management practices. The position oversees a sizable WFM function and is accountable for modernizing how forecasting scheduling real-time operations reporting and CCaaS integrations are designed and executed across a complex multi-vendor contact center environment.The leader in this role will serve as both a strategic architect and an operational owner driving measurable performance improvements while building scalable governed technology-enabled WFM capabilities.
Role Accountabilities Workforce Management Strategy Execution Own the redesign and execution of end-to-end WFM processes including forecasting scheduling real-time management and reporting Diagnose performance gaps and implement prioritized initiatives to improve forecast accuracy schedule alignmentand service-level outcomes Create structured operating cadences including weekly performance reviewsand continuous-improvement pipelines Governance Standards Controls Establishand operationalize WFM governance models covering data quality adherence monitoringand exception handling Define enterprise standards that drive consistency accountability transparencyacross WFMPprocesses Workforce Reporting Insights Streamline standardizereporting by eliminating redundancy introducing automated dashboardsfor key WFMservicemetrics Define enforce datagovernance practicesincluding datasourcesownership definitions refresh timingWFM Technology CCaaS Enablement Translate WFMonjectivesinto CCAStechnicalrequirements includefor routing logic skills configuration queue design IVRworkforcedataintegration Support optimizeoperations multiplecontactcenterplatforms leadCCAASmigrationsortransitions Drive training changemanagement sustainedadoptionof NICEIEXrelatedWFMinformation Long-RangeWorkforcePlanning Designfuture-staffing headcountstrategiesaligned broadertransformation servicedeliverygoals Buildmaintainlong-termcapacity staffingmodels withgovernancemanageongoingrefinements PeopleLeadership Collaboration Lead developworkforcemanagementteamapproximately15analystsspanningschedulingrealtimefunctions Setperformancedexpectations coachmember reinforce culturefocusedonaccountabilitycontinuousimprovement Partner closelywithoperationstechnology seniormanagement alignworkforcesstrategywithbusinesspriorities MeasuresSuccess DemonstrablegainSSLAachievementforecastprecision schedulesadherence Workforcemanagementspositioned stratigcapibilityrather transactionalfuntion Effective deploymentutilizationNICEIEXCCAAfeatures Scalablerhigh-performingWFOrganization capableongoingsgrowth change ExperienceQualifications RequiredBackground DirectexperienceWorkForceManagement ContactCenter Operations Advancedknowledgeforecastingmethodologiesandscheduling Bestpractice CustomerService Excellentcommunication interpersonal facilitationproblem-solving leadership decision-making skillset PreferredExperience Leadershipexpiriencelarge-scalecomplexmultivendorContactCentrenvironments ExposureLeansixsigma ProcessImprovementFrameworks BackgroundRegulatedserviceoperations EducationRequirements Bachelordegree technical analytical quantitative discipline equivalentprofessional experience Demonstratedleadershiptoprogrammanagementexperience
Job description
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