Workforce Management – Omni Channel Manager

Workforce Management – Omni Channel Manager

Location: United States (Remote/Hybrid)
Travel: Occasional travel required for site visits and corporate meetings

Job Summary

We are seeking a highly analytical and data-driven Workforce Manager to optimize operational efficiency within the travel sector. This role is responsible for aligning workforce strategy with demand to ensure exceptional service delivery across all communication channels. A true business partner to the operations leadership on maximizing workforce.

The ideal candidate will have deep expertise in Nice CXone (including IEX/WFM) and a proven track record of developing sophisticated staffing models that balance labor costs with high-touch service expectations.

Core Responsibilities

Operational Integration
• Align workforce strategies with operations
• Ensure coverage for high-volume booking periods and emergency “duty of care” disruptions

Omnichannel Routing
• Design, administer and enhance NICE Omni Channel platform features such as routing flows, skills, operations templates, profiles, channels, scripts, and system integrations. Coordinate platform changes with Telco and IT teams.
• Deliver seamless and consistent traveler support across channels

Strategic Staffing Models
• Develop and maintain long-term capacity plans and short-term workforce schedules
• Incorporate travel seasonality patterns and client-specific SLAs into forecasting models

Financial Integration
• Forecast labor budgets and resource needs
• Manage Overtime reporting and improvement plans to minimize
• Monitor actual vs. planned spend and identify cost optimization opportunities

Dynamic Labor Allocation
• Monitor real-time performance and adjust workforce distribution as needed
• Shift agents across queues/channels (e.g., email to phone) to manage demand fluctuations
• Collaborating closely with the Director of Operations team to execute forecasting, scheduling, real-time management, adherence, and intraday adjustments for optimal staffing and service delivery

Data Tracking & Reporting
• Develop, monitor, and report on KPIs including Average Handle Time (AHT), First Contact Resolution (FCR), Service Level, Abandonment, Net Promoter Score (NPS), Customer Satisfaction (CSAT), Quality Assurance (QA) scores, and agent occupancy
• Build and maintain automated dashboards in NICE
• Train operations leadership on how to use dashboards most effectively for talent management
• Track email/chat performance data, response times, and productivity metrics
• Time and motion studies to understand financial impact of process or technology improvements/changes.

Key Metrics & KPIs
• Service Level Agreements (SLAs): Achieve targets such as 90/20 response times for operations
• Forecast Accuracy: Maintain high precision in predicting interaction volumes (phone and email)
• Agent Occupancy & Adherence: Optimize utilization while maintaining strong traveler satisfaction scores
• Labor Efficiency: Manage labor cost as a percentage of revenue and control overtime

Required Skills & Qualifications

Technical Expertise
• Advanced proficiency with Nice Workforce Management (WFM/IEX) and Nice CXone ( 5 +Years)
• Call center/Omni Channel experience in complicated transactional business ( 5+ Years).
• Bachelor’s degree in business, Operations, Data Analytics, Finance, or equivalent experience

Analytical Skillset
• Expert-level data analysis and modeling capabilities
• Strong proficiency in tools such as Excel, SQL, or business intelligence platforms
• Experience with email performance tracking and reporting

Communication
• Strong ability to present operational insights and data-driven recommendations.
• Experience working with senior leadership and financial stakeholders.
• Proven track record of improving KPIs such as AHT, FCR, CSAT/NPS, and SLA, as well as managing multi-site or remote teams.

Travel Industry Knowledge if preferred but not required.

Why This Role Matters

This role plays a critical part in ensuring operational excellence and responsiveness in a fast-paced corporate travel environment. By aligning workforce strategy with real-time demand, you will directly impact service quality, client satisfaction, and overall business performance.

Apply tot his job