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 main