netPolarity, Inc. (Saicon Consultants, Inc.) · 15 hours ago
Customer Service Workforce Manager (IEX NICE, Green Belt)
Detroit, MI
Contract
Hybrid
Senior Level, Lead/Staff
10+ years expnetPolarity, Inc. is seeking a strategic Senior Workforce Manager to lead workforce capacity planning and management efforts. This role is responsible for optimizing workforce operations locally and with global BPO partners, requiring deep expertise in workforce management and the IEX NICE platform.
DeliveryHuman ResourcesInformation TechnologyStaffing Agency
Hiring Manager
Sachin Naik
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
Qualification
Required
Green Belt Certification required
Minimum of 10 years of experience in workforce management, with at least 5 years in a senior or managerial role
Bachelor's degree in Business Administration, Human Resources, or a related field
Extensive experience offshoring experience
Proficiency with the IEX, NICE, and PowerBI
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
Preferred
Master's degree preferred
Black Belt Certification preferred
MBA
Certification in workforce management or related areas
Experience in the energy sector or similar industries
Company
netPolarity, Inc. (Saicon Consultants, Inc.)
netPolarity, a subsidiary of Saicon, is a certified Woman and Minority-Owned Business Enterprise, a leading full-service workforce solutions provider delivering contingent workforce staffing, payrolling, temp-to-hire and direct-hire services to Fortune 500 companies nationwide.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Haixia Zhang
Chief Executive Officer
Company data provided by crunchbase