Workforce Manager

What we are looking for:

• Proficient with NICE IEX
• Highly motivated individual with a passion for data analysis, workforce management, and performance coaching
• Will manage workforce analytics staff
• Will be responsible for manipulating and visualizing data from multiple sources to create Key Performance Indicator (KPI) reports. Will work on reporting, extracting and interpreting data from critical systems, and apply workforce management tools to forecast work volumes, schedule staff, and monitor agent performance.
• Will analyze metrics and trends to provide insights to management and clients
• Generates reports and analyzes metrics and trends to provide insight to management on potential future needs, opportunities, and strategies to improve performance.
• Must have experience with RPA

Education and Experience

• Must have a previous experience in WFM department either as a team leader or Assistance Ma...