AVP, Workforce Management (NICE WFM)

Brentwood, TN 37027

Posted: 07/17/2023 Job Category: Telecom Job Number: 2737

Job Description

AVP, Workforce Management (NICE WFM)

AVP, Workforce Management (NICE WFM) Job Description
We are currently looking to hire an AVP, Workforce Management. This position falls under our payments line of business and we prefer that this role sits in metro Nashville, TN. In this role, you will create a set of processes designed to achieve and maintain operational efficiency by ensuring the right number of agents, with the right skill sets, are staffed at the right time. The AVP, Workforce Management leads a centralized WFM staff responsible for support of Contact Center operational functions that include forecasting, scheduling, and management of intra-day to long-term capacity planning and service for a multi-site (global), multi-channel (phone, email, chat, etc.) Contact Center operations. The Contact Center workforce consists of internal and vendor partner agent groups responsible for handling multi-channel operations, including inbound and/or outbound communications via phone, email, chat, and/or ticket management. The AVP, Workforce Management implements best practices in Workforce Management to ensure consistent procedures and data-driven, timely decisions. WFM activities are performed to maximize efficiency while meeting requirements for the organization’s vision, mission, and customer strategies. The AVP, Workforce Management applies advanced mathematical skills, and strong analytical and problem-solving skills to define problems, collect data, draw conclusions, and make and influence strategic decisions benefiting both the business and the workforce for our internal and global vendor partners. The AVP, Workforce Management collaborates with leadership by providing workload trends, identifying, and recommending solutions. You will report directly to VP, Customer Service and regularly collaborate with various departments.
As an AVP, Workforce Management, you will be expected to work in a hybrid environment.

AVP, Workforce Management (NICE WFM) Role Responsibilities
  • Maintaining and analyzing workforce performance, contact volumes and patterns, lead analysis, and staffing change data for continuous quality and productivity improvement
  • Analyzing data concerning daily, weekly, monthly, and yearly customer contacts to uncover trends or issues and translate them into actionable findings; Data types may include call statistics, call reasons (dispositions), CRM, call quality, and IVR, to name a few
  • Forecasting customer interaction volume and utilizing forecasting data to create optimized agent schedules
  • Being accountable for the timely delivery of agent schedules developed by Workforce Analysts
  • Ensuring that schedules make effective use of resources while meeting service objectives and scheduling accuracy goals while considering agent preferences, business rules, and business needs
  • Managing agent activities (lunches, breaks, training, and other off-the-phone time activities) of a multi-site and multi-channel workforce
  • Providing analysis regarding schedule adherence, forecast accuracy, and related reporting to the leadership team to improve performance
  • Serving as a subject matter expert on Workforce Management software package
  • Leading professional staff to ensure efficient utilization and development of resources. Provides appropriate training and development opportunities
  • Being responsible for increasing awareness about Workforce Management and providing ongoing education to staff throughout the enterprise Contact Centers to ensure appropriate knowledge levels regarding general workforce management practices, including the effective use of workforce planning and adherence tools
  • Managing a team of 13 WFM employees
AVP, Workforce Management (NICE WFM) Qualifications & Skills
  • Extensive, hands-on experience working with NICE platforms (IEX, NDE, and CXOne) is a highly preferred
  • 7-10 years of direct experience in Workforce Management/Resource Management and analytics required
  • 7-10 years of management experience required
  • Experience in multi-channel queue management is a plus (email/chat/phone)
  • Experience managing both internal call centers and BPO call center operations is a bonus
  • Extensive experience with forecasting, capacity planning, and statistical analysis
  • Advanced Excel skills required
  • Experience demonstrating how efficiency losses in staffing equate to financial losses
  • Extensive experience in using workforce management software solutions
  • Understanding of Call Center technology to include WFM solutions, IVRs, ACDs, ACD reporting, and contact routing strategies
  • Ability to work independently with efficient time management skills, adapt to changing priorities, meet deadlines and work well under pressure
  • Advanced mathematical skills, strong analytical and problem-solving skills, with the ability to define problems, collect data and draw valid conclusions
  • Excellent written and verbal communication skills with the ability to effectively communicate and interact with all levels of personnel within the organization, including presenting information and responding to questions from groups of managers, senior leadership, and executive levels
  • Ability to lead, coach, and develop staff
  • Ability to exercise initiative and judgment as well as make decisions within the scope of assigned authority
  • Ability to manage multiple programs/projects simultaneously
  • Ability to work in cross-functional teams and partner with key decision-makers and other business partners to achieve strategic initiatives
  • Ability to manage ad-hoc projects
  • Strong presentation skills
  • Proficient in MS Office 365 applications (Excel, Word, PowerPoint, Visio, etc.)
  • Ability to document tasks and assign tasks and promote delivery timeframes in an effective and clear manner
  • Maintain confidentiality of proprietary materials and information
  • Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge
AVP, Workforce Management (NICE WFM) Benefits & Perks
  • Medical, Dental & Vision benefits available the 1st month after hire
  • Automatic enrollment into our 401k plan (subject to eligibility requirements)
  • Virtual fitness classes offered company-wide
  • Robust PTO offerings including major holidays, vacation, sick, personal, & volunteer time
  • Employee discounts with major providers (i.e., wireless, gym, car rental, etc.)
  • Philanthropic support with both local and national organizations
  • Fun culture with company-wide contests and prizes

Job Requirements


Meet Your Recruiter

Sam Slonkosky
Technical Recruiter

I'm happy to connect with you on your next career challenge. Whatever your needs are, we at Resolution Technologies promise to provide unrivaled quality and service. Please don't hesitate to contact me if you have any questions about this position.

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