Workforce Manager Corporate Travel Management

Workforce Manager - Corporate Travel Management

Location: United States (Remote/Hybrid)
Travel: Occasional travel required for site visits and corporate meetings

Job Summary

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.

Core Responsibilities

Operational Integration

• Align workforce strategies with corporate travel operations
• Ensure coverage for high-volume booking periods and emergency "duty of care" travel disruptions

Omnichannel Routing

• Design and manage routing logic for calls and emails within the Nice CXone platform
• Deliver seamless and consistent traveler support across channels

Strategic Staffing Models

• Develop and maintain long-term capacity plans and short-term workforce schedules
• Incorporate travel seasonality patterns and client-specific SLAs into forecasting models

Financial Collaboration

• Partner with Finance to forecast labor budgets
• Monitor actual vs. planned spend and identify cost optimization opportunities

Dynamic Labor Allocation

• Monitor real-time performance and adjust workforce distribution as needed
• Shift agents across queues/channels (e.g., email to phone) to manage demand fluctuations

Data Tracking & Reporting

• Build and maintain automated dashboards
• Track email performance data, response times, and productivity metrics

Key Metrics & KPIs

• Service Level Agreements (SLAs): Achieve targets such as 90/20 response times for travel desk operations
• Forecast Accuracy: Maintain high precision in predicting interaction volumes (phone and email)
• Agent Occupancy & Adherence: Optimize utilization while maintaining strong traveler satisfaction scores
• Labor Efficiency: Manage labor cost as a percentage of revenue and control overtime

Required Skills & Qualifications

Technical Expertise

• Advanced proficiency with Nice Workforce Management (WFM/IEX) and Nice CXone

Analytical Skillset

• 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

Travel Industry Knowledge

• Deep understanding of corporate travel operations
• Familiarity with Global Distribution Systems (GDS) and traveler servicing workflows

Communication

• Strong ability to present operational insights and data-driven recommendations
• Experience working with senior leadership and financial stakeholders

Why This Role Matters

This role plays a critical part in ensuring operational excellence and responsiveness in a fast-paced corporate travel environment. By aligning workforce strategy with real-time demand, you will directly impact service quality, client satisfaction, and overall business performance.