Workforce Management Strategy Consultant
Location: Detroit, MI preferred | Remote considered with travel to Detroit as needed
Schedule: Part-time, approximately 15 hours per week
Contract Length: Approximately 560 total hours, estimated 8 to 9 months
Pay Rate: $75.00 to $83.00 per hour
Work Arrangement: Hybrid
Our client is seeking an experienced Workforce Management Strategy Consultant to support workforce capacity planning, operational strategy, and performance management across a large customer service environment. This part-time consulting role is ideal for a senior WFM leader with deep experience in contact center operations, IEX NICE, forecasting, scheduling, real-time management, and global BPO partnerships.
In this role, you will help guide workforce planning strategy for a large-scale operation supporting nearly 1,000 representatives across domestic teams and global BPO partners in Egypt and the Philippines. The consultant will partner closely with executive and operational leaders to improve workforce efficiency, support service level performance, and provide actionable insights through reporting, analytics, and strategic planning.
Key Responsibilities
- Develop and support workforce management strategies aligned with business objectives, service level agreements, and operational goals.
- Lead forecasting, capacity planning, and scheduling strategy to ensure appropriate staffing levels across domestic and global operations.
- Support real-time management processes and provide guidance to teams monitoring workforce performance and daily operational needs.
- Partner with BPO vendors in Egypt and the Philippines to ensure alignment with performance expectations, contractual requirements, penalties, and incentives.
- Use IEX NICE, Power BI, and workforce analytics to track trends, identify opportunities, and recommend improvements.
- Provide reporting and insights to senior leadership related to performance, workforce efficiency, staffing needs, and operational risks.
- Collaborate with executives, operational leaders, and cross-functional stakeholders to address workforce challenges and support strategic initiatives.
- Assist with workforce budgeting and cost management tied to a nearly $40 million workforce budget.
Qualifications
- Bachelor’s degree in Business Administration, Human Resources, or a related field required. Master’s degree or MBA preferred.
- Minimum of 10 years of workforce management experience, including at least 5 years in a senior, strategic, or managerial WFM role.
- Strong experience supporting large-scale contact center or customer service operations.
- Experience managing or partnering with offshore BPO operations is required.
- Hands-on experience with IEX, NICE, and Power BI.
- Strong forecasting, scheduling, real-time management, reporting, analytics, and capacity planning experience.
- Proven ability to translate workforce data into actionable business recommendations.
- Excellent communication, leadership, stakeholder engagement, and executive presentation skills.
- Ability to manage multiple priorities in a fast-paced, dynamic environment.
- Green Belt Certification required. Black Belt Certification preferred.
- Experience in the energy sector or a similar regulated industry is preferred.
Why This Opportunity Stands Out
This is a high-impact, part-time consulting opportunity for a senior Workforce Management professional who enjoys strategy, analytics, and executive-level partnership. The role offers strong hourly compensation, a flexible part-time schedule, and the opportunity to support a large, complex customer service operation with both domestic and global workforce teams.
Qualified candidates are encouraged to apply for immediate consideration.
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