Workforce Management – Omni Channel Manager
About the position We are seeking a highly analytical and data-driven Workforce Manager to optimize operational efficiency within the travel sector. This role is responsible for aligning workforce strategy with demand to ensure exceptional service delivery across all communication channels. A true business partner to the operations leadership on maximizing workforce. The ideal candidate will have deep expertise in Nice CXone (including IEX/WFM) and a proven track record of developing sophisticated staffing models that balance labor costs with high-touch service expectations.
Responsibilities
- Align workforce strategies with operations
- Ensure coverage for high-volume booking periods and emergency “duty of care” disruptions
- Design, administer and enhance NICE Omni Channel platform features such as routing flows, skills, operations templates, profiles, channels, scripts, and system integrations. Coordinate platform changes with Telco and IT teams.
- Deliver seamless and consistent traveler support across channels
- Develop and maintain long-term capacity plans and short-term workforce schedules
- Incorporate travel seasonality patterns and client-specific SLAs into forecasting models
- Forecast labor budgets and resource needs
- Manage Overtime reporting and improvement plans to minimize
- Monitor actual vs. planned spend and identify cost optimization opportunities
- Monitor real-time performance and adjust workforce distribution as needed
- Shift agents across queues/channels (e.g., email to phone) to manage demand fluctuations
- Collaborating closely with the Director of Operations team to execute forecasting, scheduling, real-time management, adherence, and intraday adjustments for optimal staffing and service delivery
- Develop, monitor, and report on KPIs including Average Handle Time (AHT), First Contact Resolution (FCR), Service Level, Abandonment, Net Promoter Score (NPS), Customer Satisfaction (CSAT), Quality Assurance (QA) scores, and agent occupancy
- Build and maintain automated dashboards in NICE
- Train operations leadership on how to use dashboards most effectively for talent management
- Track email/chat performance data, response times, and productivity metrics
- Time and motion studies to understand financial impact of process or technology improvements/changes.
Requirements
- Advanced proficiency with Nice Workforce Management (WFM/IEX) and Nice CXone ( 5 +Years)
- Call center/Omni Channel experience in complicated transactional business ( 5+ Years).
- Bachelor’s degree in business, Operations, Data Analytics, Finance, or equivalent experience
- Expert-level data analysis and modeling capabilities
- Strong proficiency in tools such as Excel, SQL, or business intelligence platforms
- Experience with email performance tracking and reporting
- Strong ability to present operational insights and data-driven recommendations.
- Experience working with senior leadership and financial stakeholders.
- Proven track record of improving KPIs such as AHT, FCR, CSAT/NPS, and SLA, as well as managing multi-site or remote teams.
Nice-to-haves
- Travel Industry Knowledge