WFM Lead — Forecasting, Scheduling & Real-Time Ops

Equiti Group; United States; Remote; USD 100,000 - 150,000; Full time

Job summary

Equiti Group is seeking an experienced Workforce Management Manager to lead forecasting, capacity planning, staffing, and real-time management across internal and BPO partners. You will own the NICE IEX WFM platform, build critical reporting, and drive efficiency while developing a high-performing WFM team.

You will oversee vendor governance, analytics, and scenario analysis to optimize service levels, occupancy, and labor cost, partnering with Operations and Finance to support growth in a

Qualifications

• 5+ years of progressive Workforce Management experience in high-volume contact centers.
• Experience with NICE IEX and SQL for forecasting and reporting.
• Strong analytical and communication skills; ability to explain data to non-WFM leaders.

Responsibilities

• Forecasting & capacity planning across languages, channels, and vendors.
• NICE IEX ownership: end-to-end administration and forecasting.
• Build staffing/workload models by skill, vendor, and interval.
• Apply line adherence to measure coverage and vendor commitments.
• Oversee schedule development to maximize coverage and cost efficiency.
• Provide intraday management and corrective actions.
• Develop and present daily/weekly/monthly/quarterly reporting with recommendations.
• Manage WFM vendor governance and onboarding from a WFM perspective.
• Automate reporting and data feeds using SQL and integrations.
• Partner with Operations, Finance, Data/Analytics, and Tech on staffing plans.
• Provide what-if scenario analysis for decisions.
• Lead and develop WFM analysts; deliver training and docs.

Skills

WFM experience

NICE IEX

Forecasting

Staffing models

Multi-language

SQL

Excel

Power BI

Vendor management

Leadership

Tools

NICE IEX

Job description

Equiti Group is seeking an experienced Workforce Management Manager to lead forecasting, capacity planning, staffing, and real-time management across internal and BPO partners. You will own the NICE IEX WFM platform, build critical reporting, and drive efficiency while developing a high-performing WFM team.

You will oversee vendor governance, analytics, and scenario analysis to optimize service levels, occupancy, and labor cost, partnering with Operations and Finance to support growth in a