Logistics Workforce Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in the daily operations of the Enterprise Logistics Centers.

• Ensure the availability of staff and the accuracy of essential tools to meet service obligations.

• Oversee and implement key processes, generating analyses to meet service benchmarks and enhance outcomes for staff and customers.

• Create and modify agent schedules, incorporating training, meetings, huddles, coaching, hierarchy management, auditing, and skill oversight.

• Manage logistics center tools and address production incidents to minimize system downtimes and other disruptions.

• Supervise the real-time management team that oversees skill management and the allocation of Logistics Dispatchers and Routers.

• Resolve system access issues, maintain system administration accuracy, and act as the primary contact for equipment management and replacement.

• Evaluate problems, pinpoint root causes, and address customer impact and productivity challenges.

• Liaise with Enterprise Logistics Center leadership, influencing IT and other departmental stakeholders.

• Analyze data and business processes to discover opportunities and propose solutions.

• Document business needs and establish processes, inspection routines, and tools to boost productivity and efficiency.

• Design and modify staff schedules based on driver interaction trends and crucial metrics for each Area and supported Line of Business (LOB).

• Set up and maintain agent profiles, hierarchy assignments, administrative configurations, and access for essential logistics center applications.

• Facilitate stakeholder discussions and initiatives aimed at resolving Workforce Management issues and enhancing processes.

• Conduct user acceptance testing, post-production validation testing, and Level 1 troubleshooting and issue resolution.

• Take ownership of and perform audits regarding hierarchy, skills, and LOB/Area assignments, huddles, and associated processes.

⛳️ Requirements

• Bachelor's Degree (from an accredited institution) in Customer Service, Call Center Management, or a related field.

• High School Diploma or GED (from an accredited institution) along with four years of relevant experience.

• A minimum of 5 years of direct experience in Workforce Management and call center operations.

• Capacity to assess issues, identify root causes, exercise sound judgment, and act promptly.

• Skills in data analysis and business process evaluations.

• Proficient in documenting business requirements and developing processes, inspection routines, and tools.

• Experience in managing staff schedules based on interaction patterns and performance indicators.

• Familiarity with administering agent profiles, hierarchies, settings, and access for logistics center applications.

• Background in user acceptance testing, post-production validation testing, and Level 1 troubleshooting.

• Competency in conducting audits of hierarchy, skill, and LOB/Area assignments.

• Must possess or be willing to obtain a REAL ID or TSA-approved alternative if required for air travel or access to federal properties.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Short-term disability coverage.

• Stock purchase plan.

• Company matching on a 401(k) plan.

• Paid vacation.

• Paid holidays.

• Paid personal days.