Senior Workforce Manager: Forecasting, WFM & NICE IEX

Equiti Group; Tallahassee (FL); On-site; USD 85,000 - 130,000; Full time

Job summary

Equiti Group is seeking an experienced Workforce Management Manager to oversee forecasting, capacity planning, staffing, and real-time management across internal teams and BPO partners. You will own the NICE IEX WFM platform, design actionable reporting for Operations and Finance, and drive labor efficiency through data-driven strategies.

Lead a high-performing WFM team, partner with Operations, Finance, and Tech to align demand with budget and growth, and champion automation and data quality

Qualifications

• 5+ years of progressive Workforce Management experience in high-volume environments.
• 2+ years of WFM leadership or people-management experience.
• Hands-on NICE IEX experience across forecasting, staffing, scheduling, adherence, and intraday/real-time management.
• Strong understanding of forecasting, capacity planning, Erlang/workload-based and line adherence staffing models.

Responsibilities

• Lead forecasting and capacity planning across languages, channels, locations, and vendors.
• Own weekly forecast-vs-actual tracking and reforecasting for accuracy.
• Administer NICE IEX WFM end-to-end including profiles, codes, and permissions.
• Build staffing and workload models translating requirements into FTE by skill and vendor.
• Oversee schedule development to maximize coverage and cost efficiency.
• Provide real-time intraday management and corrective actions.
• Develop and present daily/weekly/monthly performance reports for leadership.
• Manage WFM vendor relationships and governance, including billing validation.
• Create automated reporting via SQL and data integrations; ensure data integrity.

Skills

WFM leadership

NICE IEX

SQL

Excel

Power BI

Vendor management

Forecasting

Data analysis

Tools

NICE IEX

SQL

Job description

Equiti Group is seeking an experienced Workforce Management Manager to oversee forecasting, capacity planning, staffing, and real-time management across internal teams and BPO partners. You will own the NICE IEX WFM platform, design actionable reporting for Operations and Finance, and drive labor efficiency through data-driven strategies.

Lead a high-performing WFM team, partner with Operations, Finance, and Tech to align demand with budget and growth, and champion automation and data quality