netPolarity, Inc. (Saicon Consultants, Inc.)

Act as a liaison between vendors, call center, and customers, analyzing business systems and documenting processes. | Requires 5-7 years of experience in gathering system requirements and a bachelor's degree or equivalent. | Job Title: Operations Analyst -Customers Service Location: Detroit, MI (Hybrid) Duration: 3.5-month contract Job Description: • Liaison between HPP external vendors, call center, and customers. • Communication via email and phone. • Process vendor claims/payments using Service Bench application • Reviews, analyzes and evaluates business systems and user needs. • May be responsible for documenting and translating business processes in a clear and concise method by using their knowledge of business process mapping and of the various tools and software that are available. • This will be accomplished by focusing on specific client requirements and ultimately interpreting these requirements into an illustration of the overall business process. • Formulates systems to parallel overall business strategies. • Writes detailed description of user needs, program functions, and steps required to develop or modify computer programs. • The senior associate must also be adept at understanding and identifying bottlenecks, rework, and multiple loops with the documented process, and be able to provide solutions. • Relies on experience and judgment to plan and accomplish goals. • Performs a variety of complicated tasks. • Excellent PC skills and knowledge of Microsoft Office tools. • May coordinate the work of others to the extent their efforts might affect completion of assigned tasks. • A wide degree of creativity and latitude is expected. • 5 to 7 years of experience working with business customers gathering system requirements. • Bachelor's degree or equivalent work experience in area of specialty is required.

Lead strategic workforce planning, forecasting, scheduling, real-time management, vendor management, performance analysis, reporting, stakeholder collaboration, and budget management. | Minimum 10 years in workforce management with senior managerial experience, proficiency in IEX NICE platform, Green Belt certification, and extensive offshoring experience. | Duration: 12 months Contract W2 role - (hybrid Preference) Preference is local candidates but may review out of state. Note: No C2C or Corp to Corp Green Belt Certification required. We are 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 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: 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; Master’s degree preferred. Green Belt Certification required; Black Belt Certification preferred. 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 Qualifications: • MBA • Certification in workforce management or related areas. • Black Belt Certification • Experience in the energy sector or similar industries.