What are the responsibilities and job description for the Workforce Manager position at Optomi?
Senior Workforce Manager
Optomi, in partnership with a leading organization, is seeking a Senior Workforce Manager to lead enterprise workforce capacity planning and management initiatives across global BPO operations. This role is responsible for driving strategic workforce planning, forecasting, scheduling, and real-time management while ensuring regulatory compliance and operational excellence within a complex, unionized environment.
This position is ideal for a workforce leader with deep experience in utility operations, large-scale customer service environments, and global BPO partnerships who can balance strategy, execution, and continuous improvement.
Location
Detroit, MI - Hybrid (2–3 days onsite)
Type
(W2 Only) 6-month contract with strong potential for contract-to-hire
Required Experience & Qualifications
- Strong knowledge of utility operations, regulatory frameworks, and customer service technologies
- Proven experience leading workforce planning and management for large-scale, customer-facing operations
- Hands-on expertise with workforce management tools, particularly NICE IEX
- Experience managing global BPO partners, including operations in Central America and the Philippines
- Demonstrated success applying continuous improvement methodologies (Lean, Six Sigma)
- Union environment experience with the ability to navigate complex labor considerations
- Strong vendor management, stakeholder engagement, and change management skills
- Excellent communication and relationship-building capabilities across technical and non-technical teams
Nice-to-Have Experience
- Workforce management or related professional certifications
- Experience within the energy or utility sector
- Exposure to additional workforce management technologies and methodologies
Key Responsibilities
- Lead workforce capacity planning, forecasting, scheduling, and real-time management across global BPO operations
- Develop and execute multi-year workforce and customer service strategies aligned with corporate and regulatory objectives
- Manage and optimize vendor relationships, contracts, and performance metrics
- Drive call center integration and standardization initiatives across operations
- Partner cross-functionally with IT, Regulatory, Field Operations, and Communications to resolve service and operational issues
- Oversee workforce analytics, reporting, and incentive tracking to ensure performance and cost effectiveness
- Ensure attendance tracking, policy adherence, and regulatory compliance
- Maintain working knowledge of applicable regulatory requirements and ensure operational alignment
- Lead, mentor, and develop a high-performing workforce management team with long-term resource planning in mind
- Champion customer experience improvements and digital engagement initiatives
- Present workforce strategy, performance insights, and operational outcomes to senior leadership