TALENT Software Services · 16 hours ago
Customer Service Workforce Manager
Detroit, MI
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expTALENT Software Services is seeking an experienced and strategic Senior Workforce Manager to lead workforce capacity planning and management efforts. This role is crucial for ensuring optimal operations across domestic and global BPO partners, requiring expertise in workforce management and the IEX NICE platform.
Artificial Intelligence (AI)ConsultingDevOpsHealth CareIT ManagementProject ManagementRecruitingStaffing Agency
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 *** million, ensuring cost-effective allocation of resources and adherence to financial targets
Qualification
Required
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 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
MBA
Certification in workforce management or related areas
Black Belt Certification
Experience in the energy sector or similar industries
Company
TALENT Software Services
Talent Software Services is an IT staffing services company of healthcare and government sectors.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Prashanth Upadrashta
Vice President -Global Operations & Delivery
Dave Iacarella
Owner
Recent News
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