Workforce Manager

Workforce Manager (Union, BPO Operations, IEX NICE) - Detroit, MI

Optomi, in partnership with a national energy leader, is seeking an experienced Workforce Manager to support strategic workforce operations for their customer service organization based in Detroit, MI.

This role plays a critical part in developing and executing long-term customer service strategies that align with corporate and regulatory goals. The selected candidate will lead call center integration and standardization efforts across global BPO operations, manage vendor performance, oversee reporting and analytics, and drive continuous improvement across unionized and outsourced teams.

The ideal candidate brings deep experience in workforce capacity planning, forecasting, and scheduling across unionized and offshore environments, particularly leveraging the IEX NICE platform. This is a high-visibility role that will collaborate across IT, Regulatory, Field Operations, and Communications teams to deliver operational excellence and exceptional customer experiences.

What the right candidate will enjoy!

• The opportunity to work with one of the most respected and innovative energy providers in the country.
• A chance to influence enterprise-wide customer operations strategy impacting millions of customers.
• Exposure to executive leadership and cross-functional collaboration on high-priority initiatives.
• A culture focused on continuous improvement, operational excellence, and professional development.
• The ability to make an immediate impact on customer experience transformation efforts.

Experience of the right candidate:

• 7-10 years of workforce management experience, including 5 years in a leadership or strategic capacity.
• Proven ability to lead large, diverse, and global teams, including BPO partners in Central America and the Philippines.
• Mandatory: Prior experience managing union workforces and BPO operations.
• Strong proficiency with IEX NICE WFM software and related workforce management tools.
• Expertise in capacity planning, forecasting, scheduling, and real-time management.
• Knowledge of utility operations, customer service technologies, and regulatory frameworks (MPSC, tariffs).
• Certified Lean Six Sigma Green Belt (Black Belt preferred).
• Excellent communication, stakeholder management, and change leadership skills.
• Ability to work in a fast-paced, high-volume contact center environment with a $40M operational budget.

Responsibilities of the right candidate:

• Develop and execute multi-year customer service strategies aligned with corporate and regulatory goals.
• Lead call center integration and standardization across global BPO operations.
• Manage vendor relationships, contracts, and performance to achieve SLAs and quality metrics.
• Collaborate with IT, Regulatory, Field Ops, and Communications to resolve complex service issues.
• Oversee reporting, analytics, and incentive tracking for contact center operations.
• Ensure workforce attendance tracking and policy compliance in line with union agreements.
• Maintain regulatory knowledge (MPSC, tariffs) and ensure operational compliance.
• Lead and develop a high-performing workforce management team with long-term planning focus.
• Drive customer experience improvements and enhance digital engagement strategies.
• Present workforce performance, strategy, and recommendations to senior leadership.