SBS Creatix · 11 hours ago
Senior Workforce Management Program Manager- NICE IEX/ Contact Center
United States
Contract
Remote
Senior Level, Lead/Staff
$110/hr - $116/hr
8+ years expSBS Creatix is seeking a Senior Workforce Management Program Manager with expertise in NICE IEX to lead the transformation of contact center workforce management practices. This role involves overseeing WFM functions, modernizing processes, and driving performance improvements across a multi-vendor environment.
Information ServicesInformation TechnologyRecruiting
No H1B
U.S. Citizen Only
Responsibilities
Own the redesign and execution of end-to-end WFM processes, including forecasting, scheduling, real-time management, and reporting
Diagnose performance gaps and implement prioritized initiatives to improve forecast accuracy, schedule alignment, and service-level outcomes
Create structured operating cadences, including weekly performance reviews and continuous-improvement pipelines
Establish and operationalize WFM governance models covering data quality, adherence monitoring, and exception handling
Define enterprise standards that drive consistency, accountability, and transparency across WFM processes
Streamline and standardize reporting by eliminating redundancy and introducing automated dashboards for key WFM and service metrics
Define and enforce data governance practices, including data sources, ownership, definitions, and refresh timing
Translate WFM objectives into CCaaS functional requirements, including routing logic, skills configuration, queue design, IVR, and workforce data integration
Support and optimize operations across multiple contact center platforms and lead CCaaS migrations or transitions
Drive training, change management, and sustained adoption of NICE IEX and related WFM technologies
Design future-state staffing and headcount strategies aligned to broader transformation and service delivery goals
Build and maintain long-term capacity and staffing models, with governance to manage ongoing refinements
Lead and develop a workforce management team of approximately 15 analysts spanning scheduling and real-time functions
Set performance expectations, coach team members, and reinforce a culture focused on accountability and continuous improvement
Partner closely with operations, technology, and senior leadership to align workforce strategy with business priorities
Demonstrable gains in SLA achievement, forecast precision, and schedule adherence
Workforce management positioned as a strategic capability rather than a transactional function
Effective deployment and utilization of NICE IEX and CCaaS features
A scalable, high-performing WFM organization capable of supporting ongoing growth and change
Qualification
Required
8–10+ years of leadership experience in Workforce Management or contact center operations
Direct, hands-on experience with NICE IEX and workforce analytics platforms
Advanced knowledge of forecasting, scheduling methodologies, and real-time performance management
Experience integrating WFM capabilities within CCaaS environments
Proven ability to lead transformation initiatives, optimize processes, and manage organizational change
Strong communication, facilitation, and executive-level stakeholder engagement skills
Bachelor's degree in a technical, analytical, or quantitative discipline, or equivalent professional experience
Demonstrated leadership and/or program management experience
Preferred
Leadership experience within large-scale, complex, multi-vendor contact center environments
Exposure to Lean, Six Sigma, or similar process-improvement frameworks
Background supporting regulated or large-scale service operations
Company
SBS Creatix
SBS Creatix is a St. Louis based information technology service provider specialized in staff augmentation and direct placement recruiting.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Mitch Clem
Senior Account Manager/Principal Consultant/Partner, PMP, CSM
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