Customer Service Workforce Manager
Company: CrossFire Group
Location: Detroit
Posted on: February 18, 2026
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Job Description:
Job Description Job Description Customer Service Workforce
Manager (Senior) Location: Detroit, MI (Hybrid) Contract Type:
Contract (possible extension) Pay Rate: $72.11/hour Schedule:
Full-time, 40 hours/week Overview Our client is seeking an
experienced and strategic Senior Workforce Manager to lead
workforce capacity planning and operational performance across both
domestic and global customer service operations. This role plays a
critical part in optimizing staffing models, managing offshore BPO
partnerships, and supporting large-scale customer care environments
with nearly 1,000 representatives. Key Responsibilities Develop and
execute long-term workforce planning strategies aligned with
business objectives and service level agreements Lead forecasting,
scheduling, and real-time workforce management activities Oversee
real-time analysts to ensure operational efficiency and rapid issue
resolution Partner with offshore BPO teams in Egypt and the
Philippines to ensure alignment with performance targets,
penalties, and incentives Utilize IEX NICE to analyze performance,
identify trends, and drive continuous improvement initiatives
Direct workforce reporting and analytics to deliver actionable
insights to senior leadership Collaborate with executive leaders
and operational stakeholders to support enterprise workforce
initiatives Build and manage a workforce budget of approximately
$40M, ensuring cost control and effective resource allocation
Qualifications Required Bachelor’s degree in Business
Administration, Human Resources, or related field 10 years of
workforce management experience, including 5 years in a senior or
leadership role Extensive experience managing offshore or global
workforce operations Advanced proficiency with IEX NICE and Power
BI Strong analytical, strategic, and leadership capabilities Green
Belt certification Preferred Master’s degree or MBA Black Belt
certification Workforce management or related professional
certifications Experience in the energy sector or similar regulated
industries IND1 ZR
Keywords: CrossFire Group, Sterling Heights , Customer Service Workforce Manager, Human Resources , Detroit, Michigan
