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Customer Service Workforce Manager
Posted: 03/16/2026
Job Number: 55134690
Pay Rate: $72.11 / hour
Job Description
Senior Workforce Manager (Contract)
? Hybrid – Detroit, MI
? Pay Rate: $72.11/hour
? Duration: 12-month contract with potential extension or direct hire
⚠️ Local Detroit-area candidates only
Our client is seeking an experienced and strategic Senior Workforce Manager to lead workforce capacity planning and management initiatives across a large-scale contact center environment. This role will play a critical part in ensuring optimal workforce operations across domestic teams as well as global BPO partners.The ideal candidate will bring strong expertise in workforce management platforms such as NICE IEX, along with experience supporting large contact center operations with nearly 1,000 representatives.
This role requires a strategic thinker who can translate operational data into actionable workforce strategies while collaborating with senior leadership to support organizational growth and service delivery.
Key Responsibilities
Strategic Workforce Planning
Develop and execute workforce strategies that align staffing levels with long-term business objectives and service level agreements.
Forecasting & Capacity Planning
Use advanced analytics to forecast staffing needs and anticipate fluctuations related to business growth and seasonal demand.
Scheduling Optimization
Oversee the creation and management of workforce schedules that maximize productivity while ensuring service level targets are met.
Real-Time Workforce Management
Lead real-time analysts responsible for monitoring performance and adjusting staffing levels to maintain operational efficiency.
BPO Vendor Coordination
Collaborate with offshore BPO partners in Egypt and the Philippines to ensure alignment with operational expectations, service delivery standards, and contractual performance metrics.
Performance Management & Analytics
Leverage NICE IEX and Power BI to track workforce performance, identify trends, and drive continuous improvement initiatives.
Reporting & InsightsDirect workforce reporting functions to deliver accurate operational insights and performance dashboards for senior leadership.
Stakeholder Collaboration
Partner with executives, operations leaders, and business stakeholders to address workforce challenges and support strategic initiatives.
Budget Oversight
Support management of a workforce budget of approximately $40M, ensuring effective allocation of resources and financial alignment.
Required Qualifications
#IND1#zr
? Hybrid – Detroit, MI
? Pay Rate: $72.11/hour
? Duration: 12-month contract with potential extension or direct hire
⚠️ Local Detroit-area candidates only
Our client is seeking an experienced and strategic Senior Workforce Manager to lead workforce capacity planning and management initiatives across a large-scale contact center environment. This role will play a critical part in ensuring optimal workforce operations across domestic teams as well as global BPO partners.The ideal candidate will bring strong expertise in workforce management platforms such as NICE IEX, along with experience supporting large contact center operations with nearly 1,000 representatives.
This role requires a strategic thinker who can translate operational data into actionable workforce strategies while collaborating with senior leadership to support organizational growth and service delivery.
Key Responsibilities
Strategic Workforce Planning
Develop and execute workforce strategies that align staffing levels with long-term business objectives and service level agreements.
Forecasting & Capacity Planning
Use advanced analytics to forecast staffing needs and anticipate fluctuations related to business growth and seasonal demand.
Scheduling Optimization
Oversee the creation and management of workforce schedules that maximize productivity while ensuring service level targets are met.
Real-Time Workforce Management
Lead real-time analysts responsible for monitoring performance and adjusting staffing levels to maintain operational efficiency.
BPO Vendor Coordination
Collaborate with offshore BPO partners in Egypt and the Philippines to ensure alignment with operational expectations, service delivery standards, and contractual performance metrics.
Performance Management & Analytics
Leverage NICE IEX and Power BI to track workforce performance, identify trends, and drive continuous improvement initiatives.
Reporting & InsightsDirect workforce reporting functions to deliver accurate operational insights and performance dashboards for senior leadership.
Stakeholder Collaboration
Partner with executives, operations leaders, and business stakeholders to address workforce challenges and support strategic initiatives.
Budget Oversight
Support management of a workforce budget of approximately $40M, ensuring effective allocation of resources and financial alignment.
Required Qualifications
- Bachelor’s degree in Business Administration, Human Resources, or related field
- 10+ years of workforce management experience
- 5+ years in a senior or leadership role
- Experience supporting large-scale contact center environments (700–1,000+ representatives)
- Strong experience with NICE IEX workforce management platform
- Experience managing offshore BPO operations
- Proficiency with Power BI or workforce analytics tools
- Strong analytical, leadership, and stakeholder engagement skills
- Lean Six Sigma Green Belt Certification required
- MBA or Master’s degree
- Lean Six Sigma Black Belt Certification
- Workforce management certification
- Experience supporting large enterprise operations or regulated industries
#IND1#zr
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