[Remote] Customer Service Workforce Manager-WFM Strategy Consultant

Note: The job is a remote job and is open to candidates in USA. LanceSoft, Inc. is seeking an experienced and strategic Senior Workforce Manager to lead workforce capacity planning and management efforts. This pivotal role is responsible for ensuring optimal workforce operations locally and across global BPO partners, while managing a substantial workforce budget.

Responsibilities

• Develop and execute comprehensive workforce strategies to meet long-term business objectives and service level agreements
• Utilize advanced analytical techniques to predict future workforce needs, ensuring alignment with business growth and seasonal variations
• Oversee the creation and management of efficient schedules that optimize workforce availability and productivity while meeting service level targets
• Lead real-time analysts in monitoring and adjusting workforce performance to maintain operational efficiency and address immediate challenges
• Partner with BPO operations in Egypt and the Philippines to ensure seamless integration and alignment with contractual penalties & incentives
• Utilize the IEX NICE platform to track, analyze, and enhance workforce performance, implementing continuous improvement initiatives
• Direct the reporting team to deliver accurate and timely performance reports, providing actionable insights to senior leadership
• Collaborate with Executives and Operational leaders, and other key stakeholders to address workforce-related challenges, drive strategic initiatives, and support organizational goals
• Construct and support the workforce budget of nearly $40 million, ensuring cost-effective allocation of resources and adherence to financial targets

Skills

• Bachelor's degree in Business Administration, Human Resources, or a related field; Master's degree preferred
• Minimum of 10 years of experience in workforce management, with at least 5 years in a senior or managerial role
• Extensive experience offshoring experience
• Proficiency with the IEX, NICE, and PowerBI
• Strong analytical and strategic thinking skills, with the ability to translate data into actionable insights
• Excellent leadership and team management skills, with a proven ability to lead cross-functional teams
• Exceptional communication and interpersonal skills, capable of influencing and engaging stakeholders at all levels
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
• Green Belt Certification required; Black Belt Certification preferred
• MBA
• Certification in workforce management or related areas
• Black Belt Certification
• Experience in the energy sector or similar industries

Company Overview

Company H1B Sponsorship