Workforce Management Specialist NICE IEX

Job Details

Description

The Workforce Management Specialist is the primary architect of our real-time service delivery. You wont just control traffic, you will leverage NICE IEX to optimize our multi-channel ecosystem across Voice, SMS, Chat, and Email. We are looking for a strategic thinker who can bridge the gap between complex forecasting and real-time execution. While this role partners with our Sr. WFM Analyst, you will have significant ownership over skill prioritization, forecasting integrity, and the evolution of our global skill matrices. We are specifically looking for a power-user who understands the nuances of the NICE IEX platform to help us navigate a rapidly scaling environment.

Responsibilities

• WFM System Administration: Manage and refine forecasts within NICE IEX, ensuring data integrity reflects real-world departmental performance and systemic shifts.
• Strategic Optimization: Make high-level decisions regarding real-time skill prioritization to balance service levels across all omni-channel touchpoints.
• Matrix Architecture: Maintain and audit complex Skill Matrices, ensuring alignment with organizational objectives and technical precision.
• Variance Analysis: Conduct "Forecast vs. Reality" deep-dives; identify the why behind volume anomalies and proactively recommend structural adjustments.
• Operational Liaison: Serve as a subject matter expert for leadership, translating WFM data into actionable operational insights.
• Change Management: Support the onboarding of new technologies and partners by evolving our staffing models and contact strategies.
  
  

Requirements

• Platform Expertise: Direct, hands-on experience with NICE IEX is highly preferred. You should be comfortable navigating its advanced features to drive efficiency.
• WFM Background: 3+ years of experience in Workforce Management within a complex, omni-channel contact center environment.
• Analytical Rigor: Proven ability to manage enterprise-level processes and perform data-driven audits.
• Education: Bachelor’s Degree or equivalent professional experience in high-volume operations management.
• Soft Skills: Exceptional multi-tasking abilities and the communication skills necessary to influence stakeholders at all levels.
  
  

Who We Are

Welcome to arrivia. We specialize in making brands better through the power of travel. With more than 55 years of combined experience, we’re a merger of three powerhouse brands: ICE, SOR Technology, and WMPH Vacations. With a global footprint and a passion for innovation, we are building a customer-first culture that delivers extraordinary travel experiences.

Our Core Values

• Stay Curious – Explore new challenges and make space to learn, grow, and improve.
• Keep it Real – Earn trust through open, honest, and clear communication.
• Own it – Seek ways to make an impact and take action.
• Win Together – Create a culture of connection and inclusion where everyone can be their best.

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