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Lancesoft
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http://www.lancesoft.com
http://www.lancesoft.com
USD
0.73
72.11
HOUR
true
Customer Service Workforce Manager
Posted: 01/29/2026
2026-01-29
2026-03-20
Job Number: 26-13605
Pay Rate: 0.73-72.11 USD/Hour
Job Description
Job Title: Customer Service Workforce Manager
Location: 660 Plaza Drive Detroit MI USA 48226-1203
Duration: 12+ Months
Pay Rate: $65.00 - $72.11/hr on W2
Description:
Company is seeking an experienced and strategic Senior Workforce Manager to lead our workforce capacity planning and management efforts. This pivotal role is responsible for ensuring optimal workforce operations locally as well as across our global BPO partners in Egypt and the Philippines. The role is instrumental in expanding the footprint for our domestic operation across our Company business partners. The ideal candidate will possess deep expertise in workforce management, particularly with the IEX NICE platform, and have a proven track record of managing large-scale operations with nearly 1, 000 representatives.
Key Responsibilities:
Strategic Workforce Planning: Develop and execute comprehensive workforce strategies to meet long-term business objectives and service level agreements.
Forecasting: Utilize advanced analytical techniques to predict future workforce needs, ensuring alignment with business growth and seasonal variations.
Scheduling: Oversee the creation and management of efficient schedules that optimize workforce availability and productivity while meeting service level targets.
Real-Time Management: Lead real-time analysts in monitoring and adjusting workforce performance to maintain operational efficiency and address immediate challenges.
BPO Vendor Management: Partner with BPO operations in Egypt and the Philippines to ensure seamless integration and alignment with contractual penalties & incentives.
Performance Management: Utilize the IEX NICE platform to track, analyze, and enhance workforce performance, implementing continuous improvement initiatives.
Reporting and Analytics: Direct the reporting team to deliver accurate and timely performance reports, providing actionable insights to senior leadership.
Stakeholder Engagement: Collaborate with Executives and Operational leaders, and other key stakeholders to address workforce-related challenges, drive strategic initiatives, and support organizational goals.
Budget Management: Construct and support the workforce budget of nearly $40 million, ensuring cost-effective allocation of resources and adherence to financial targets.
Qualifications:
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.
Preferred Qualifications:
MBA
Certification in workforce management or related areas.
Black Belt Certification
Experience in the energy sector or similar industries.
Location: 660 Plaza Drive Detroit MI USA 48226-1203
Duration: 12+ Months
Pay Rate: $65.00 - $72.11/hr on W2
Description:
Company is seeking an experienced and strategic Senior Workforce Manager to lead our workforce capacity planning and management efforts. This pivotal role is responsible for ensuring optimal workforce operations locally as well as across our global BPO partners in Egypt and the Philippines. The role is instrumental in expanding the footprint for our domestic operation across our Company business partners. The ideal candidate will possess deep expertise in workforce management, particularly with the IEX NICE platform, and have a proven track record of managing large-scale operations with nearly 1, 000 representatives.
Key Responsibilities:
Strategic Workforce Planning: Develop and execute comprehensive workforce strategies to meet long-term business objectives and service level agreements.
Forecasting: Utilize advanced analytical techniques to predict future workforce needs, ensuring alignment with business growth and seasonal variations.
Scheduling: Oversee the creation and management of efficient schedules that optimize workforce availability and productivity while meeting service level targets.
Real-Time Management: Lead real-time analysts in monitoring and adjusting workforce performance to maintain operational efficiency and address immediate challenges.
BPO Vendor Management: Partner with BPO operations in Egypt and the Philippines to ensure seamless integration and alignment with contractual penalties & incentives.
Performance Management: Utilize the IEX NICE platform to track, analyze, and enhance workforce performance, implementing continuous improvement initiatives.
Reporting and Analytics: Direct the reporting team to deliver accurate and timely performance reports, providing actionable insights to senior leadership.
Stakeholder Engagement: Collaborate with Executives and Operational leaders, and other key stakeholders to address workforce-related challenges, drive strategic initiatives, and support organizational goals.
Budget Management: Construct and support the workforce budget of nearly $40 million, ensuring cost-effective allocation of resources and adherence to financial targets.
Qualifications:
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.
Preferred Qualifications:
MBA
Certification in workforce management or related areas.
Black Belt Certification
Experience in the energy sector or similar industries.
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Staffing Leader of the Year Anju Abel
CEO, LanceSoft
LanceSoft is proud to announce that its Chief Executive Officer, Anju Abel, has been honored with the prestigious "Staffing Leader of the Year" award at the 2025 TIARA Staffing Awards US. The award recognizes her visionary leadership and significant contributions to improving staffing processes, employee engagement, and workforce outcomes.
Anju Abel's leadership has been instrumental in transforming LanceSoft's global staffing operations. Her focus on innovation, employee satisfaction, and client-centric delivery has led to higher retention rates, a motivated workforce, and enhanced operational efficiency.
"This award is a testament to the incredible team at LanceSoft and our unwavering commitment to redefining staffing solutions," said Anju Abel. "I'm honored to receive this recognition and proud of the impact we continue to make in the lives of our clients and talent worldwide."
The judging panel highlighted Anju's ability to consistently deliver outstanding client success stories, exceed expectations, and foster professional development within her team. Her active community involvement and dedication to advancing the staffing industry were also key factors in her selection.
TIARA Awards are known for celebrating excellence, innovation, and achievement in the talent acquisition sector, and this accolade places Anju among the top leaders reshaping the future of workforce solutions.