Business Technology Team Lead - Service Workforce Management

Location: Detroit, MI, United States

The Workforce Management (WFM) Team Lead role operates within a fast‑paced, highly dynamic environment focused on driving real‑time performance and operational efficiency. This team plays a critical role in balancing service level expectations, staffing demands, and business priorities while responding quickly to changing conditions across the organization.
 

Perform administrative and basic leadership duties by planning, directing and coordinating daily activities of the department. Contribute to planning, creating and implementing the department’s vision and strategy aligned with the company’s strategic business plan. Assist in the development of corporate standards, technology architecture, technology evaluation and transfer. Manage one or more functions related to business and systems analysis, application development and process improvement.

• Provide project management, technical leadership, and business consulting to corporate customers that build partnerships, foster innovation, and drive execution of corporate goals.
• Lead the delivery of one or more business initiatives.  Coordinate activities by scheduling work assignments, setting priorities, and directing the work of subordinate employees.
• Define, prioritize, and manage multiple development projects that automate business and reporting processes, directly support corporate initiatives, resulting in corporate and divisional cost savings.
• Provide input to business technology planning.  Assist in managing business technology administration/operations/support to ensure successful fulfillment of end-user requirements.  Assist in maintaining and controlling department budget, schedule and resources.  Meet regularly with team to gather work statuses. Provide input into demand management process.  Ensure compliance with business technology standards, governance processes, and performance metrics to ensure the department delivers value to the enterprise.  Ensure adherence to policies, procedures, and standards.
• Discuss work progress and obstacles. Provide advice, guidance, encouragement and constructive feedback.  Ensure work, information, ideas, and technology flow freely across teams.  Establish measurable individual and team objectives that are aligned with business and organizational goals.  Document and present performance assessments.
• Recognize and reward associates commensurate with performance.  Partner with direct reports to establish a career development plan that is aligned to achievement of performance and career goals.  Provide ongoing feedback for development.  Comply with organizational practices for staffing, EEO, diversity, performance management, development, reward and recognition, and retention.  Provide input to the identification and development of potential future leaders.
• Advocate the need for change.  Act as a change agent to implement and manage best practices within area of responsibility.  Execute change through frequent communication to staff.  Coach staff through the change.  Identify and remove obstacles to change.  Generate appropriate communication, process and educational plans for mitigating the disruption of change.
• Maintain knowledge of current trends and new technologies in related areas.
• Other duties may be assigned.

Qualifications

• Bachelor's degree in related field required.
• Five (5) years of relevant technical and business/industry work experience required.
• Experience in supervising and building relationships with people at all levels required.
• Decision making, critical and strategic thinking skills.
• Must possess a combination of business, technical and leadership skills and competencies understanding of client's business needs, processes and functions
• Solid knowledge of business infrastructure, architecture, application development and support, networks, and computer operations
• Written and verbal communication skills and the ability to influence others.
• Ability to achieve or exceed planned outcomes and produce results.
• Other related skills and/or abilities may be required to perform this job.

Departmental Preferences

• Experience in WFM or supporting a Contact Center
• Experience leading and developing a team of technical professionals with varying degrees of experience
• Ability to gather and compile information to present to multiple levels of business and/or technical user

All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, sex, national origin, sexual orientation, age, gender identity, protected veteran status or status as an individual with a disability.