Workforce Management Program Lead

Job Summary

Supporting the management and optimization of workforce management program tools, the remote Workforce Management Program Lead will implement scalable solutions, coordinate projects, and collaborate with leadership to improve operational efficiency.

Key responsibilities:

• Identify risks and resolve issues through investigation to inform insights for technology-enabled processes
• Coordinate projects to ensure key milestones and service levels are met
• Gather and analyze data to identify trends, root causes, and countermeasures for process improvement

Required qualifications:

• 1+ years of professional experience in Workforce Management
• Extensive experience managing NICE IEX or InContact systems
• 1+ years of experience using data and metrics to drive improvements
• 1+ years of experience in process improvement and workflow design
• Proficiency in Excel or Sheets