Duration: 12 months contract - W2 only
Location: Remote - preference would be local (Detroit, SE Michigan)
Mandatory requirements:
- Union experience
- BPO experience - partners in Central America and the Philippines.
- IEX NICE experience is a requirement
- Green Belt Certification required; Black Belt Certification preferred.
Job Summary:
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 across our global BPO partners in Central America and the Philippines.
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; Forecasting; Scheduling; Real-Time Management; BPO; Collaboration; Performance Management; Reporting and Analytics; Stakeholder Engagement
· Budget Management: Compliance and Best Practices
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.
· Proficiency with the IEX NICE platform and other workforce management tools.
· Green Belt Certification required; Black Belt Certification preferred.
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.
