Customer Service Workforce Manager - WFM Strategy Consultant

Job Title: Customer Service Workforce Manager – WFM Strategy Consultant Location: Detroit, MI Duration: Contract through 11/29/2026 (potential extension) Schedule: Part-time (~15 hrs/week) Summary The Customer Service Workforce Manager – WFM Strategy Consultant is responsible for leading workforce planning and optimization initiatives across domestic operations and global BPO partners. This role focuses on developing workforce strategies, improving operational efficiency, and ensuring alignment with service level objectives for a large-scale customer service organization. Key Responsibilities Develop and execute strategic workforce plans aligned to business goals and service levels Lead forecasting efforts to predict staffing needs based on trends, growth, and seasonality Oversee scheduling to maximize workforce efficiency and productivity Manage real-time workforce operations to ensure performance targets are met Partner with offshore BPO teams (Egypt and Philippines) to ensure alignment with SLAs and contractual metrics Utilize NICE IEX to monitor performance and drive continuous improvement Deliver reporting and analytics to provide actionable insights to leadership Collaborate with executive stakeholders and business leaders on workforce strategy Support and manage workforce budgeting (~$40M), ensuring cost efficiency Required Qualifications Bachelor’s degree in business, HR, or related field (Master’s preferred) 10+ years of workforce management experience, including 5+ years in a leadership role Experience managing large-scale operations (~1,000+ representatives) Strong experience with offshore/BPO workforce operations Proficiency in NICE IEX and Power BI Preferred Qualifications MBA Workforce management certifications Experience in energy or utility industry Desired Skills Forecasting and capacity planning Reporting and analytics (Power BI) Budgeting and financial planning Strong analytical and strategic thinking Excellent stakeholder communication and influence Leadership and team management Ability to manage multiple priorities in a fast-paced environment #J-18808-Ljbffr Brooksource