Job Responsibilities:

• Lead and support workforce management (WFM) tools and process improvement initiatives from planning through execution
• Act as a strategic advisor to business stakeholders, WFM teams, IT, and external vendors
• Analyze large and complex datasets to identify trends, insights, and opportunities for operational improvement
• Drive process optimization by recommending enhancements to tools, workflows, and reporting
• Facilitate meetings, document outcomes, and track progress of action items across stakeholders
• Manage and support Intradiem platform governance, including rule creation, testing, audits, and ongoing maintenance
• Ensure effective adoption of tools and processes to improve customer experience and operational efficiency
• Troubleshoot operational and system issues, working cross-functionally to implement solutions
• Mentor junior team members and promote best practices, innovation, and automation within the team
• Provide ongoing reporting, insights, and presentations to leadership for decision-making

Must Have / Required:

• Associate degree or equivalent practical experience
• Proven experience in workforce management (WFM), forecasting, scheduling, or related operational roles
• Hands-on experience with WFM tools such as NICE IEX and Intradiem
• Strong Excel skills (pivot tables, VLOOKUP/XLOOKUP, formulas, dashboards, large datasets)
• Experience analyzing and combining data from multiple sources
• Demonstrated ability to lead medium-sized projects independently
• Strong communication and stakeholder management skills (written and verbal)
• Ability to work with minimal supervision and handle moderately complex issues
• Flexibility to work outside standard business hours when required

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