Customer Service Workforce Manager (Senior)
Location: Detroit, MI (Hybrid)
Contract Type: Contract (possible extension)
Pay Rate: $72.11/hour
Schedule: Full-time, 40 hours/week
Overview
Our client is seeking an experienced and strategic Senior Workforce Manager to lead workforce capacity planning and operational performance across both domestic and global customer service operations. This role plays a critical part in optimizing staffing models, managing offshore BPO partnerships, and supporting large-scale customer care environments with nearly 1,000 representatives.
Key Responsibilities
Develop and execute long-term workforce planning strategies aligned with business objectives and service level agreements
Lead forecasting, scheduling, and real-time workforce management activities
Oversee real-time analysts to ensure operational efficiency and rapid issue resolution
Partner with offshore BPO teams in Egypt and the Philippines to ensure alignment with performance targets, penalties, and incentives
Utilize IEX NICE to analyze performance, identify trends, and drive continuous improvement initiatives
Direct workforce reporting and analytics to deliver actionable insights to senior leadership
Collaborate with executive leaders and operational stakeholders to support enterprise workforce initiatives
Build and manage a workforce budget of approximately $40M, ensuring cost control and effective resource allocation
Qualifications
Required
Bachelor’s degree in Business Administration, Human Resources, or related field
10+ years of workforce management experience, including 5+ years in a senior or leadership role
Extensive experience managing offshore or global workforce operations
Advanced proficiency with IEX NICE and Power BI
Strong analytical, strategic, and leadership capabilities
Green Belt certification
Preferred