What are the responsibilities and job description for the Workforce Management Specialist position at netPolarity, Inc. (Saicon Consultants, Inc.)?
Requirement Details:
Job Title: Senior Workforce Manager
Location: Walker Cisler Building, 660 Plaza Drive, Detroit, MI 48226 (Hybrid)
Contract Duration: 12 months – Potential for extension
Positions: 1
Client: DTE Energy
Org Unit: CS Customer Care
Role Overview:
DTE Energy is seeking an experienced Senior Workforce Manager to lead workforce capacity planning and management locally and across global BPO partners in Egypt and the Philippines. This role is critical in expanding domestic operations and managing nearly 1,000 representatives. The ideal candidate has deep expertise in workforce management, particularly with IEX NICE, and a proven record of leading large-scale operations.
Key Responsibilities:
- Strategic Workforce Planning: Develop and execute workforce strategies to meet business objectives and service levels.
- Forecasting: Predict workforce needs using advanced analytics to align with business growth and seasonal changes.
- Scheduling: Oversee creation of efficient schedules to optimize productivity while meeting service targets.
- Real-Time Management: Lead real-time analysts to monitor and adjust workforce performance.
- BPO Vendor Management: Coordinate with BPO operations in Egypt and the Philippines to ensure alignment with contractual requirements.
- Performance Management: Use IEX NICE to track, analyze, and improve workforce performance through continuous improvement initiatives.
- Reporting & Analytics: Direct reporting teams to deliver actionable insights to senior leadership.
- Stakeholder Engagement: Collaborate with executives and operational leaders to address workforce challenges and drive strategic initiatives.
- Budget Management: Manage a workforce budget of nearly $40 million, ensuring cost-effective allocation of resources.
Qualifications:
- Bachelor’s degree in Business Administration, HR, or related field (Master’s preferred).
- Minimum 10 years of workforce management experience, with at least 5 years in a senior/managerial role.
- Extensive offshoring experience.
- Proficiency with IEX, NICE, and PowerBI.
- Strong analytical, strategic thinking, and leadership skills.
- Excellent communication and stakeholder management skills.
- Green Belt Certification required; Black Belt preferred.
Preferred Qualifications:
- MBA
- Certification in workforce management or related areas
- Experience in the energy sector or similar industries
Salary : $80 - $85