We are hiring experienced professionals for the role of Senior Lead - Workforce Management Experts NiCE Cxone at our Bangalore Indira Nagar location.
Job Title: Senior Lead - WFM
Department: WFM Dialer Management
Employment Type: Full time
Experience: 2 - 5 Years
Location: Bangalore Indiranagar
Shift: 5:00 PM to 2:00 AM
Work Model: Work from Office 5 Days a Week
About the Role
We’re looking for a Workforce Management professional with hands-on experience using NiCE CXone WFM. You’ll help forecast workload and staffing needs across calls, emails, and chats, support scheduling, and share insights that help business teams manage performance and service levels.
Key Responsibilities
- Build and maintain accurate forecasts using multiple data sources to estimate staffing needs across voice and digital channels.
- Partner with business stakeholders to understand call drivers, volume trends, and operational impacts.
- Analyze business requirements and recommend workforce solutions.
- Administer NiCE CXone WFM and manage inbound queues.
- Support scheduling activities and workforce management tools.
- Make off-cycle forecast adjustments as business needs change.
- Monitor workforce performance metrics, analyze trends, and prepare reports.
- Communicate staffing trends, operational risks, and recommendations to leadership.
- Maintain process documentation, guidelines, and records.
Required Qualifications
- 2–5 years of experience in Workforce Management.
- Hands-on experience with NiCE CXone WFM.
- Bachelor’s degree or equivalent experience.
- Experience with forecasting, scheduling, staffing analysis, or workforce performance reporting.
- Strong analytical, communication, and stakeholder coordination skills.
📌 Senior Lead - Workforce Management (Hyderabad)
🏢 First American
📍 Hyderabad
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