Workforce Manager (NICE) Specialist

  • Location


  • Discipline:

    Customer Contact

  • Job type:


  • Salary:


  • Consultant:


  • Email:


  • Job ref:


  • Published:

    6 months ago

My client is looking for a WFM Specialist to support the Operations planning and performance through the strategy, design and control of the business’s NICE WFM platform.


To support the performance of the Resource Planning function, ensure performance is in line with targets to support deliver of budget.


  • Provide first line of contact for all WFM platform related queries and take first opportunity to resolve
  • Complete a regular audit of WFM Tools and action any required changes
  • Ensure configuration of WFM and associated tools are fit for purpose to meet business requirements
  • Set action plans and work towards shared objectives with key stakeholders from across the business to improve performance
  • Identify your key stakeholders and develop strong relationships in order to maximise working efficiency and ultimately deliver of objectives
  • Contribute to a culture of continuous improvement, striving to achieve
  • Production and maintenance of schedules ensuring best fit against operational demand
  • Building and allocation of work patterns within NICE WFM
  • Point of contact for operational queries relating to shifts and shrinkage
  • Providing recommendations to operational areas for shift slides/swaps to ensure service levels are achieved
  • Liaise with HR, create and maintain a single employee list

Skills and Experience

  • WFM Technology, specifically NICE and EEM
  • Operational performance planning
  • Forecasting demand
  • Skills strategy
  • Competent in Microsoft Office packages (Access, Excel, PowerPoint etc.)
  • Previous experience in a multi-channel, multi skilled contact centre environment
  • Experience of stakeholder management with key focus on the ability to condense and translate complex data into easily understandable formats for key decision making
  • Previous experience interpreting a workforce management system (ideally NICE)
  • Previous experience using Avaya call management system
  • Highly organised and committed with excellent communication and influencing skills
  • Ability to thrive in a fast-moving environment where priorities change frequently