Workforce Management – Omni Channel Manager

Workforce Management – Omni Channel Manager

Full-time Exton, PA, US

3 days ago Requisition

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

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.

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

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