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Niche WFM skillset and metro location create moderate candidate competition.
Role requires contact-center WFM expertise and NICE IEX tool experience, limiting cross-industry transferability.
Mandatory WFM tool experience and capacity planning skills increase shortlisting rigidity.
Lead manpower planning and scheduling including transitioning new accounts and managing long-term staff planning cycles.
Analyze workload and headcount to generate staffing models and recommend cost-effective scheduling solutions.
Prepare and present regular business reviews (WBRs, MBRs, QBRs) and conduct trend analysis across multiple communication channels (phone, email, chat, social media).
Graduate degree required.
Experience with WFM software; exposure to NICE IEX WFM tool is mandatory.
Expertise in capacity planning models and strong knowledge of contact center operational principles.
Work Experience Required: Not explicitly mentioned in the JD.
Experienced in developing and managing complex staffing and capacity planning models within contact center environments.
Proficient in advanced MS Excel, PowerPoint, VBA, Macros, and PowerBI for data analysis and presentations.
Strong operational focus with ability to manage multiple communication channels and deliver actionable workforce insights in fast-paced setting.