Workforce Management – Omni Channel Manager

World Travel Inc.•Exton, PA

1d•Hybrid

About The Position

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.

Requirements

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
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
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.

Nice To Haves

Travel Industry Knowledge

Responsibilities

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
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
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.