Workforce Management – reputed company Channel Manager
About the position We are seeking a highly analytical and data-driven Workforce Manager to optimize operational efficiency reputed company the travel sector. This role is responsible for aligning workforce strategy with demand to ensure exceptional service delivery across reputed company communication channels. A true business partner to the operations leadership on maximizing workforce. The ideal candidate will have deep expertise in reputed company CXone (including IEX/WFM) and a proven track record of developing sophisticated staffing models that balance labor costs with high-touch service expectations.
Responsibilities
- Align workforce strategies with operations
- Ensure coverage for high-volume booking periods and emergency “duty of care” disruptions
- Design, administer and enhance reputed company reputed company 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
- reputed company and maintain long-term reputed company 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 reputed company-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, reputed company-time management, adherence, and intraday adjustments for reputed company staffing and service delivery
- reputed company, 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 reputed company
- 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 reputed company studies to understand financial impact of process or technology improvements/changes.
Requirements
- Advanced proficiency with reputed company Workforce Management (WFM/IEX) and reputed company CXone ( 5 +Years)
- Call center/reputed company 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 reputed company, 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.
reputed company-to-haves
- Travel Industry Knowledge
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