Job Description

Job Title: Customer Service Workforce Manager

Duration: 12 Months with possibility of extension

Location: Detroit, MI

Job Description:

Client is seeking an experienced and strategic Senior Workforce Manager to lead our workforce capacity planning and management efforts. This pivotal role is responsible for ensuring optimal workforce operations locally as well as across our global BPO partners in Egypt and the Philippines. The role is instrumental in expanding the footprint for our domestic operation across our business partners. The ideal candidate will possess deep expertise in workforce management, particularly with the IEX NICE platform, and have a proven track record of managing large-scale operations with nearly 1,000 representatives.

Key Responsibilities:

• Strategic Workforce Planning: Develop and execute comprehensive workforce strategies to meet long-term business objectives and service level agreements.
• Forecasting: Utilize advanced analytical techniques to predict future workforce needs, ensuring alignment with business growth and seasonal variations.
• Scheduling: Oversee the creation and management of efficient schedules that optimize workforce availability and productivity while meeting service level targets.
• Real-Time Management: Lead real-time analysts in monitoring and adjusting workforce performance to maintain operational efficiency and address immediate challenges.
• BPO Vendor Management: Partner with BPO operations in Egypt and the Philippines to ensure seamless integration and alignment with contractual penalties & incentives.
• Performance Management: Utilize the IEX NICE platform to track, analyze, and enhance workforce performance, implementing continuous improvement initiatives.
• Reporting and Analytics: Direct the reporting team to deliver accurate and timely performance reports, providing actionable insights to senior leadership.
• Stakeholder Engagement: Collaborate with Executives and Operational leaders, and other key stakeholders to address workforce-related challenges, drive strategic initiatives, and support organizational goals.
• Budget Management: Construct and support the workforce budget of nearly $40 million, ensuring cost-effective allocation of resources and adherence to financial targets.

Qualifications:

• Bachelor’s degree in Business Administration, Human Resources, or a related field; Master’s degree preferred.
• Minimum of 10 years of experience in workforce management, with at least 5 years in a senior or managerial role.
• Extensive experience offshoring experience
• Proficiency with the IEX, NICE, and PowerBI.
• Strong analytical and strategic thinking skills, with the ability to translate data into actionable insights.
• Excellent leadership and team management skills, with a proven ability to lead cross-functional teams.
• Exceptional communication and interpersonal skills, capable of influencing and engaging stakeholders at all levels.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Green Belt Certification required; Black Belt Certification preferred.

Preferred Qualifications:

• MBA
• Certification in workforce management or related areas.
• Black Belt Certification
• Experience in the energy sector or similar industries.

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