Senior Workforce Management Consultant

Location: Detroit, MI

Hybrid: 3 days in office, 2 days from home.

Pay rate: $85/hr.

Contract role.

Job Summary

We’re looking for a strategic and experienced Senior Workforce Management Consultant to lead our workforce capacity planning and management. In this key role, you’ll ensure optimal workforce operations across our global BPO partners in Central America and the Philippines. The ideal candidate will have deep expertise in workforce management, a proven track record of managing large-scale operations with nearly 1,000 representatives, and extensive experience with the IEX NICE platform.

Key Responsibilities

• Strategic Workforce Planning: Develop and execute comprehensive workforce strategies to meet long-term business objectives and service level agreements.

• Forecasting and Scheduling: Utilize advanced analytical techniques to predict future workforce needs and oversee the creation of efficient schedules.

• Performance Management: Use the IEX NICE platform to track, analyze, and enhance workforce performance through continuous improvement initiatives.

• BPO Collaboration: Partner with BPO operations in Central America and the Philippines to ensure seamless integration and alignment with our operational goals.

• Budget Management: Oversee and manage a workforce budget of nearly $40 million, ensuring cost-effective resource allocation.

• Stakeholder Engagement: Collaborate with HR, Operations, and other key stakeholders to address workforce-related challenges and drive strategic initiatives.

• Compliance and Best Practices: Ensure all workforce management practices comply with company policies and industry regulations.

• Real-Time Management: Lead real-time analysts in monitoring and adjusting workforce performance to maintain operational efficiency.

• Reporting and Analytics: Direct the reporting team to deliver accurate and timely workforce performance reports and provide actionable insights to leadership.

Qualifications

• Bachelor’s degree in Business Administration, Human Resources, or a related field; Master’s degree preferred.

• Minimum of 7-10 years of experience in workforce management, with at least 5 years in a senior or managerial role.

• Extensive experience supporting BPO operations in Central America and the Philippines.

• Union experience is a mandatory requirement.

• Proficiency with the IEX NICE platform.

• Green Belt Certification is required; Black Belt Certification is preferred.

• Strong analytical and strategic thinking skills.

• Excellent leadership, team management, and communication skills.

• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

Preferred Qualifications

• Certification in workforce management or related areas.

• Experience in the energy sector or similar industries.

• Knowledge of additional workforce management technologies and methodologies.

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