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Workforce Management Operations Manager

Newark, Delaware;

Job Description:

This position will manage a team of 8+ Workforce Management Analysts with responsibilities for: creating and maintaining associate profiles in scheduling software (NICE IEX WFM); proactive scheduling of all off phone activities to include routine meetings, compliance or training initiatives; analyzing and optimizing associate’s schedules and off phone activities at the interval level (weekly and daily) with the goal of delivering operational excellence for our clients; collaborating with site leadership proactively to understand support needs and provide education as needed with regard to WFM processes.

Required Skills

  • 4+ years of workforce management experience utilizing NICE IEX WFM, Aspect EWFM, or similar workforce program.
  • Proficient with PowerPoint and Excel (pivot tables and conditional formulas).
  • Strong analytical and problem solving abilities; quickly able to adapt to new technology, methodology, and processes.
  • Strong interpersonal skills, including the ability to easily engage others in dialogue, convey sincere interest in building/deepening relationships, and demonstrate a commitment to excellence.
  • Ability to adjust rapidly to changing demands and priorities.
  • Experience owning a process or managing the efforts of others
  • Perform other duties as requested by leadership team.

Desired Skills

  • Project Management experience
  • Strategic and Capacity Management experience
  • Forecasting and Planning experience
  • Workforce Management Experience
  • Six Sigma Certification


1st shift (United States of America)

Hours Per Week: 


Learn more about this role

Full time


Manages People: Yes

Travel: No


Talent Acquisition Contact:

Referral Bonus: