WFM Lead: NICE IEX Forecasting & Scheduling

Equiti Group; Florida; On-site; USD 90,000 - 120,000; Full time

Job summary

Equiti Group is seeking a seasoned Workforce Management Manager to lead forecasting, staffing, and real-time control across multiple channels and BPOs. The role centers on owning NICE IEX WFM, building actionable reports for Operations and Finance, and driving efficiency and cost effectiveness through data and automation.

You will mentor a WFM team, partner with cross-functional groups, optimize schedules, and deliver what-if analyses to support growth.

Qualifications

• 5+ years of progressive Workforce Management experience in contact centers.
• 2+ years of WFM leadership or people-management experience.
• Hands-on NICE IEX experience across forecasting, staffing, scheduling, adherence, and intraday management.
• Working SQL skills and advanced Excel; experience with BI tools.

Responsibilities

• Forecasting and capacity planning across languages, channels, locations, and vendors.
• Own NICE IEX WFM end-to-end including admin and schedules.
• Build staffing models and translate requirements into FTE by skill and vendor.
• Apply line adherence to measure coverage and vendor commitments.
• Oversee scheduling to maximize coverage, utilization, adherence, and cost efficiency.
• Provide real-time management and intraday oversight across teams.
• Develop and present daily, weekly, monthly, and quarterly reports with actionable recommendations.
• Manage WFM relationships, governance, and vendor onboarding.
• Use SQL and data integrations to automate reporting and data feeds.
• Partner cross-functionally with Operations, Finance, Data, and Tech.
• Develop people through coaching and training; serve as WFM SME.

Skills

WFM leadership

NICE IEX

SQL

Excel

BI tools

Vendor management

Leadership

Multilingual ops

Tools

Power BI

Sisense

Tableau

Python

Job description

Equiti Group is seeking a seasoned Workforce Management Manager to lead forecasting, staffing, and real-time control across multiple channels and BPOs. The role centers on owning NICE IEX WFM, building actionable reports for Operations and Finance, and driving efficiency and cost effectiveness through data and automation.

You will mentor a WFM team, partner with cross-functional groups, optimize schedules, and deliver what-if analyses to support growth.