Remote WFM Manager: Forecasting, Analytics & Leadership

Martti; Northern (KY); Remote; USD 90,000 - 130,000; Full time

Job summary

Martti is seeking a senior WorkForce Manager to oversee forecasting, capacity planning, staffing, and real-time management across multiple channels and BPO partners. The role owns NICE IEX WFM setup and reporting, builds efficient staffing models, and drives process improvements to optimize service levels and labor costs.

The ideal candidate has 5+ years in WFM with hands-on NICE IEX experience, strong SQL and analytics skills, and a proven ability to lead a team in a fast-paced, data-driven

Qualifications

• 5+ years of progressive Workforce Management experience.
• 2+ years of WFM leadership experience.
• Hands-on NICE IEX experience across forecasting, staffing, scheduling, adherence, and intraday management.
• Strong understanding of multi-skill, multi-channel, and multilingual operations.
• Working SQL skills plus advanced Excel and analytics tooling.

Responsibilities

• Lead forecasting and capacity planning across languages, channels, locations, and vendors.
• Own NICE IEX WFM: forecasts, staffing, schedules, adherence, and intraday plans.
• Build staffing/workload models by skill, vendor, and interval.
• Oversee schedule design and optimization for coverage and cost efficiency.
• Provide real-time management and corrective actions across teams.
• Analyze forecast accuracy, service level, occupancy, and cost metrics.
• Develop daily to quarterly reporting with clear recommendations.
• Manage vendor onboarding, staffing requirements, and billing governance.
• Ensure data integrity via SQL integrations and automation.
• Collaborate with Operations, Finance, Data/Analytics, and Tech.
• Lead and develop WFM analysts; deliver training and documentation.
• Serve as WFM SME for NICE IEX and drive improvements.

Skills

Workforce management

Leadership

NICE IEX

Forecasting

SQL

Excel

Power BI

Python

Data analysis

Vendor management

Multilingual ops

Operations analytics

Tools

NICE IEX

SQL

Power BI

Tableau

Sisense

Python

Job description

Martti is seeking a senior WorkForce Manager to oversee forecasting, capacity planning, staffing, and real-time management across multiple channels and BPO partners. The role owns NICE IEX WFM setup and reporting, builds efficient staffing models, and drives process improvements to optimize service levels and labor costs.

The ideal candidate has 5+ years in WFM with hands-on NICE IEX experience, strong SQL and analytics skills, and a proven ability to lead a team in a fast-paced, data-driven