Optomi

Compensation

Full Description

Optomi, in partnership with a leading utility services provider, is looking for a Senior Workforce Manager to drive workforce capacity planning and management efforts. This pivotal role will ensure optimal operations across global BPO partners in Central America and the Philippines, with a focus on strategic workforce planning, forecasting, scheduling, and real-time management. Position Summary: The Senior Workforce Manager will lead the development and execution of workforce strategies that align with corporate and regulatory goals. This role requires a strong background in utility operations, regulatory frameworks, and customer service technologies. The ideal candidate will have proven expertise in managing large-scale projects, driving continuous improvement initiatives, and ensuring regulatory compliance. Collaboration with internal teams and external BPO partners will be critical to success in this position. What the right candidate will enjoy: • Opportunity to work on large-scale workforce management projects • Collaborative environment with internal teams and global BPO partners • Leadership role with high visibility to senior leadership What type of experience does the right candidate have: • Strong knowledge of utility operations, regulatory frameworks, and customer service technologies • Expertise in continuous improvement methodologies (e.g., Lean, Six Sigma) • Experience managing workforce operations for BPOs in Central America and the Philippines • Proficiency with workforce management tools, particularly IEX NICE • Union experience and a proven track record of managing diverse teams What the responsibilities are of the right candidate: • Develop and execute multi-year customer service strategies aligned with corporate and regulatory goals • Lead call center integration and standardization across operations • Manage vendor relationships, contracts, and performance • Collaborate with internal teams (IT, Regulatory, Field Ops, Communications) to resolve service issues • Oversee reporting, analytics, and incentive tracking • Ensure workforce attendance tracking and policy compliance • Maintain regulatory knowledge and ensure operational compliance (MPSC, tariffs, etc.) • Lead and develop a high-performing team with long-term resource planning • Drive customer experience improvements and digital engagement • Communicate strategy and performance to senior leadership