- 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.
- 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.
- MBA
- Certification in workforce management or related areas.
- Black Belt Certification
- Experience in the energy sector or similar industries.
- Knowledge of cost accounting principles.
-
A leading organization in the regulated services sector seeks a Senior Workforce Manager to lead enterprise workforce capacity planning and management across large-scale customer service operations. · Lead enterprise workforce capacity planning, forecasting, scheduling, and real- ...
Detroit1 month ago
-
+Job summary · Seeking an experienced and strategic Senior Workforce Manager to lead our workforce capacity planning and management efforts. · +BenefitsBudget Management: Construct and support the workforce budget of nearly $40 million, ensuring cost-effective allocation of resou ...
Detroit4 weeks ago
-
We are seeking a Senior Workforce Manager to lead enterprise workforce capacity planning and management initiatives across global BPO operations. · Strong knowledge of utility operations, regulatory frameworks, and customer service technologies. · Proven experience leading workfo ...
Detroit1 month ago
-
+The role is accountable for monitoring, analyzing, interpreting and presenting data related to contact center employee productivity, · +* Develop and implement workforce management strategies to optimize staffing, scheduling and forecasting. Maintain accurate and up-to-date reco ...
Detroit4 weeks ago
-
Seeking an experienced and strategic Senior Workforce Manager to lead our workforce capacity planning and management efforts. · ...
Detroit, MI4 weeks ago
-
Position Title: Workforce (WFM) Manager · Location: Detroit MI USA 48226 · Duration: 12-months Contract on W2 (Possible extension) · Position Description: · Seeking an experienced and strategic Senior Workforce Manager to lead our workforce capacity planning and management effor ...
Detroit3 days ago
-
Seeking an experienced and strategic Senior Workforce Manager to lead 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. · ...
Detroit4 weeks ago
-
Duration: 12 months Contract W2 role - (Hybrid Preference/ Remote) · Note: No C2C or Corp to Corp · Bachelor's degree and Green Belt Certification required; Black Belt Certification preferred. · We are seeking an experienced and strategic Senior Workforce Manager to lead our work ...
Detroit2 days ago
-
DTE Energy is seeking an experienced Senior Workforce Manager to lead workforce capacity planning and management locally and across global BPO partners in Egypt and the Philippines. · This role is critical in expanding domestic operations and managing nearly 1,000 representatives ...
Detroit4 weeks ago
-
We are 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 Phi ...
Detroit4 weeks ago
-
Requirement Details: · Job Title: Senior Workforce Manager · Location: Walker Cisler Building, 660 Plaza Drive, Detroit, MI Hybrid) · Contract Duration: 12 months – Potential for extension · Positions: 1 · Client: DTE Energy · Org Unit: CS Customer Care · Role Overview: · DTE Ene ...
Detroit, MI $60,000 - $105,000 (USD) per year4 days ago
-
We are seeking an experienced and strategic Senior Workforce Manager to lead our workforce capacity planning and management efforts. · Strategic Workforce Planning: Develop and execute comprehensive workforce strategies to meet long-term business objectives and service level agre ...
Detroit, MI4 weeks ago
-
Top Skills' Details · Experience Supporting and Analyzing Genesys Contact Center Platform · Experience with Workforce Management, specifically for Contact Centers · Experience with Excel + Data Analysis · Description · Our customer currently has a 3 person team supporting their ...
Detroit $60,000 - $105,000 (USD) per year2 days ago
-
Top Skills' Details · Experience Supporting and Analyzing Genesys Contact Center Platform · Experience with Workforce Management, specifically for Contact Centers · Experience with Excel + Data Analysis · Description · Our customer currently has a 3 person team supporting their G ...
Detroit $60,000 - $105,000 (USD) per year2 days ago
-
We are looking for a Workforce Management (WFM) Forecasting & Planning Lead to own long‑range capacity forecasting, scenario planning, and risk translation for leadership. This role connects the dots between Genesys (IVR/contact center), cross‑functional inputs, and operational K ...
Detroit $60,000 - $105,000 (USD) per year2 days ago
-
We are looking for a Workforce Management (WFM) Forecasting & Planning Lead to own long-range capacity forecasting, scenario planning, and risk translation for leadership. This role connects the dots between Genesys (IVR/contact center), cross-functional inputs, and operational K ...
Detroit $60,000 - $105,000 (USD) per year2 days ago
-
CANNOT utilize Corp-to-Corp / MUST be USC/GC holder** · Job Description · A client of ours currently has a 3 person team supporting their Genesys Call Center platform. Their current Lead/Genesys SME is leaving for another opportunity so they are looking to temporarily replace hi ...
Detroit $60,000 - $105,000 (USD) per year2 days ago
-
Job Description: · A client of ours currently has a 3 person team supporting their Genesys Call Center platform. Their current Lead/Genesys SME is leaving for another opportunity so they are looking to temporarily replace him with a Subject Matter Expert who could have the opport ...
Detroit $60,000 - $105,000 (USD) per year2 days ago
-
+We are seeking a strategic Senior Workforce Manager to lead workforce planning and management locally and across global BPO partners in Egypt and the Philippines. · +Develop and execute workforce strategies to meet business objectives. · Forecast workforce needs and manage effic ...
Detroit4 weeks ago
-
We are seeking an experienced and strategic Senior Workforce Manager to lead our workforce capacity planning and management efforts. · Develop and execute comprehensive workforce strategies to meet long-term business objectives and service level agreements. · ...
Detroit4 weeks ago
Manager Workforce Management - Detroit - Acro Service Corp
Description
Position Title: Workforce (WFM) Manager
Location: Detroit MI USA 48226
Duration: 12-months Contract on W2 (Possible extension)
Position Description:
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:
Qualifications:
Preferred Qualifications:
-
Workforce Manager
Only for registered members Detroit
-
Workforce Manager
Only for registered members Detroit
-
Workforce Manager
Only for registered members Detroit
-
Workforce Management
Only for registered members Detroit
-
Workforce Manager
Only for registered members Detroit, MI
-
Manager Workforce Management
Only for registered members Detroit
-
Manager Workforce Management
Only for registered members Detroit
-
Sr. Workforce Manager
Only for registered members Detroit
-
Workforce Management Specialist
Only for registered members Detroit
-
Senior Workforce Manager
Only for registered members Detroit
-
Workforce Management Specialist
Only for registered members Detroit, MI
-
Senior Workforce Manager
Only for registered members Detroit, MI
-
Workforce Management Specialist
Only for registered members Detroit
-
Workforce Management Specialist
Only for registered members Detroit
-
Workforce Management Specialist
Only for registered members Detroit
-
Workforce Management Specialist
Only for registered members Detroit
-
Workforce Management Specialist
Only for registered members Detroit
-
Workforce Management Specialist
Only for registered members Detroit
-
Customer Service Workforce Manager
Only for registered members Detroit
-
Customer Service Workforce Manager
Only for registered members Detroit