Senior Workforce Manager Consultant

Job Description

Job Title: WFM Capacity Planning & Forecasting/Scheduling Consultant

Location: Detroit, MI (Hybrid)

Contract Duration: 6 months (with possible extension)

Pay Rate: $65.00 – $81.55 per hour

Work Hours: 40 hours/week, Monday–Friday

About the Role:

Our client is seeking a highly experienced Senior Workforce Manager to lead strategic workforce planning, forecasting, and scheduling operations. This consultant will play a vital role in optimizing workforce efficiency across global BPO teams in Central America and the Philippines. This is a high-impact position that requires deep expertise in workforce management platforms (especially IEX NICE), strong leadership, and experience managing unionized BPO environments.

Key Responsibilities:

Strategic Workforce Planning: Design and implement long-term workforce strategies that align with service goals and business growth.

Forecasting & Scheduling: Lead advanced forecasting and schedule optimization to meet dynamic staffing needs.

Real-Time Management: Guide real-time analysts in daily performance adjustments to ensure operational continuity.

Global BPO Oversight: Collaborate with BPO partners in Central America and the Philippines to align operational performance with strategic targets.

Performance Management: Leverage IEX NICE for metrics tracking, performance insights, and continuous improvement.

Reporting & Analytics: Direct performance reporting functions and deliver insights to executive leadership.

Cross-Functional Collaboration: Work with HR, Operations, and Finance teams to address challenges and drive strategic outcomes.

Budget Oversight: Manage and monitor a $40M workforce budget to ensure cost-effective resource allocation.

Compliance & Best Practices: Ensure all WFM practices follow internal policies, union guidelines, and industry standards.

Qualifications:

Bachelor’s degree in Business, HR, or related field (Master’s preferred)

7–10 years in Workforce Management, including 5+ years in a senior or leadership role

Mandatory: Union experience and BPO experience

Proven expertise with IEX NICE and other WFM systems

Strong data analytics and strategic planning capabilities

Outstanding communication, leadership, and stakeholder management skills

Green Belt Certification required; Black Belt Certification preferred

Preferred Qualifications:

Workforce Management certifications

Background in the energy industry

Familiarity with additional WFM tools and methodologies

Local candidates preferred, but remote candidates will be consideredCompany Description

Using the best business practices obtained from many years of experience in Business, Law, and Recruiting and Staffing, the Founders at CrossFire Group (“CrossFire”) started in downtown Royal Oak, MI more than a decade ago. With backgrounds in Information Technology (IT) and the Legal Industry, CrossFire began placing by IT and Legal Professionals in contract and direct-hire positions throughout the Midwest.

Since our founding, CrossFire has grown into a full-service Human Capital Solutions Organization. We are proud of now providing full services beyond recruiting and staffing. Our portfolio of services includes HR supply chain management, human resources consulting, and many customized Human Resource related services.

Hybrid remote