WFM Manager: Forecasting, Staffing & NICE IEX

Equiti Group; Lorida (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

Equiti seeks a skilled Workforce Management Manager to oversee forecasting, capacity planning, staffing, real-time management, and reporting across internal teams and BPO partners. You will own the NICE IEX WFM platform, build critical reporting, and drive efficiency through data and automation.

You will lead a WFM team, develop staffing models, partner with Operations and Finance, and ensure service levels and labor cost targets are met in a fast-paced environment.

Qualifications

• 5+ years of progressive Workforce Management experience, preferably in a high-volume contact center or BPO environment.
• 2+ years of WFM leadership or people-management experience; hands-on NICE IEX experience.
• Strong understanding of forecasting, capacity planning, Erlang/workload-based and line adherence staffing models.
• Experience supporting multi-skill, multi-channel, multi-site, multilingual, and outsourced operations.
• Working SQL skills.
• Advanced Microsoft Excel and BI tools such as Power BI, Tableau, or Python; experience with vendor performance reporting and billing validation.

Responsibilities

• Forecasting & capacity planning across languages, channels, locations, and BPO vendors; weekly forecast-vs-actual tracking.
• NICE IEX ownership: build forecasts, staffing, schedules, adherence strategies; administer system end to end.
• Build staffing/workload models: volume, handle time, shrinkage, occupancy, service level, and skill mix.
• Apply line adherence to measure coverage and support vendor staffing decisions.
• Oversee scheduling design and optimization for coverage, utilization, adherence, and cost efficiency.
• Provide real-time management oversight: monitor volume, staffing, service level, ASA, abandon rate, adherence; drive corrective actions.
• Analyze metrics: forecast accuracy, fulfillment rate, service level, occupancy, adherence, productivity; explain variances.
• Develop and present daily/weekly/monthly/quarterly reports with clear recommendations for leadership.
• Manage WFM relationships with BPO/ vendors; support onboarding from a WFM perspective.
• Automate reporting and roster processes using SQL data integrations; ensure data integrity.
• Partner with Operations, Finance, Data/Analytics, and Technology on budgeting/headcount planning.
• Provide scenario analyses to support strategic decisions.
• Lead and develop WFM analysts; deliver training and maintain documentation.
• Serve as WFM SME for NICE IEX and drive process improvements.

Skills

WFM leadership

NICE IEX

Forecasting

Capacity planning

SQL

Excel

Power BI

Tableau

Python

Vendor management

Multilingual ops

Tools

NICE IEX

SQL

Power BI

Tableau

Python

Excel

Job description

Equiti seeks a skilled Workforce Management Manager to oversee forecasting, capacity planning, staffing, real-time management, and reporting across internal teams and BPO partners. You will own the NICE IEX WFM platform, build critical reporting, and drive efficiency through data and automation.

You will lead a WFM team, develop staffing models, partner with Operations and Finance, and ensure service levels and labor cost targets are met in a fast-paced environment.