Role: Customer Service Workforce Manager
Location: Detroit, Michigan,Hybrid
We secured a 15-hour-per-week role as a Customer Service Workforce Manager for DTE.
The first week is on-site in Detroit. Can be remote but will need to travel if needed.
- Top 3 Must-Haves 10+ years of Workforce Management experience, including at least 5 years in a senior leadership or management role, supporting large-scale contact center operations,Expert-level experience with IEX NICE,workforce forecasting, scheduling,real-time management,and Power BI,with the ability to develop workforce strategies using data-driven insights,Proven experience managing global BPO operations, including offshore teams (especially Egypt and/or the Philippines), executive stakeholder engagement,and workforce budgeting.
- Intake Call & Additional Notes
Job Description
DTE - Customer Service Workforce Manager - Detroit, MI - DTEJP00002106
1st week will be onsite. DTE will pay for travel. Then mostly remote going forward.
Top 3 Must-Haves
- 10+ years of Workforce Management experience, including at least 5 years in a senior leadership or management role, supporting large-scale contact center operations.
- Expert-level experience with IEX NICE, workforce forecasting, scheduling, real-time management, and Power BI, with the ability to develop workforce strategies using data-driven insights.
- Proven experience managing global BPO operations, including offshore teams (especially Egypt and/or the Philippines), executive stakeholder engagement, and workforce budgeting.
Top Skills Summary
- 10+ years of Workforce Management (WFM) experience in large contact center environments
- 5+ years in a senior leadership or management role
- Expertise with IEX NICE Workforce Management platform
- Advanced workforce forecasting, capacity planning, scheduling, and real-time management
- Strong proficiency with Power BI and workforce analytics/reporting
- Extensive experience managing offshore/BPO operations (Egypt, Philippines, or similar)
- Strategic workforce planning aligned to business objectives and service level agreements (SLAs)
- Vendor management with contractual performance metrics, incentives, and penalties
- Experience leading workforce operations supporting approximately 1,000+ representatives
- Executive-level communication and stakeholder management
- Budget management experience (preferably large operational budgets)
- Strong analytical, problem-solving, and strategic planning skills
- Experience leading reporting and analytics teams
- Green Belt Certification (Required)
- Black Belt Certification (Preferred)
- Bachelor's Degree required; MBA or Master's preferred
- Energy/utilities industry experience preferred
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Key Responsibilities
- Lead enterprise workforce planning strategy for domestic operations and global BPO partners
- Develop long-term workforce capacity plans and forecasting models
- Oversee scheduling and real-time workforce management functions
- Manage workforce operations supporting nearly 1,000 customer service representatives
- Partner with offshore BPO organizations in Egypt and the Philippines
- Drive performance improvement using IEX NICE and Power BI
- Lead workforce reporting and provide strategic insights to executive leadership
- Collaborate with executives and operational leaders on workforce initiatives
- Manage and support a workforce budget of approximately $40 million
- Ensure operational efficiency while meeting SLAs and financial objectives
