Workforce Manager Corporate Travel Management

World Travel Inc.•Exton, PA

6d•Hybrid

About The Position

We are seeking a highly analytical and data-driven Workforce Manager to optimize operational efficiency within the corporate travel sector. This role is responsible for aligning workforce strategy with travel demand to ensure exceptional service delivery across all communication channels. 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 travel service expectations.

Requirements

Advanced proficiency with Nice Workforce Management (WFM/IEX) and Nice CXone
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
Deep understanding of corporate travel operations
Familiarity with Global Distribution Systems (GDS) and traveler servicing workflows
Strong ability to present operational insights and data-driven recommendations
Experience working with senior leadership and financial stakeholders

Responsibilities

Align workforce strategies with corporate travel operations
Ensure coverage for high-volume booking periods and emergency “duty of care” travel disruptions
Design and manage routing logic for calls and emails within the Nice CXone platform
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
Partner with Finance to forecast labor budgets
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
Build and maintain automated dashboards
Track email performance data, response times, and productivity metrics