Logistics Workforce Manager

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

📋 Description

• Assist with the daily functions of Enterprise Logistics Centers

• Ensure the availability of staff and the accuracy of essential tools to fulfill internal and external customer service needs

• Oversee and implement workforce-management processes and provide analysis to enhance staff and customer outcomes

• Develop and modify agent schedules, which include training, meetings, huddles, coaching, hierarchy management, auditing, and skill oversight

• Manage logistics-center tools and handle production incidents/business continuity to reduce system and other downtimes

• Supervise the real-time management team responsible for skill management and the allocation of Logistics Dispatchers and Routers

• Resolve system access issues, uphold system administration accuracy, and serve as the main contact for equipment management and replacement

• Evaluate problems, pinpoint root causes, and address issues that affect customers and productivity

• Liaise with Enterprise Logistics Center leadership and engage with IT and other partners

• Analyze data and business processes to uncover opportunities and propose solutions

• Document business requirements and create processes, inspection routines, and tools to enhance productivity

• Develop and modify staff schedules based on driver interaction trends and critical metrics across various Areas and supported business lines

• Set up and maintain agent profiles, hierarchies, administrative configurations, and application access for FUZE, Teams, OCSD, Resource Center, MAS, Alert Center, and other essential systems

• Lead discussions and initiatives with stakeholders regarding workforce management

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

• Take ownership of and perform audits on hierarchy, skills, LOB/Area assignments, huddles, and related agent records

⛳️ Requirements

• Bachelor's Degree (accredited) in Customer Service, Call Center, or a related field

• High School Diploma or GED (accredited) along with four years of pertinent experience

• Five years of direct Workforce Management and call center experience

• Proven ability to analyze data and business processes

• Capacity to create and modify staff schedules based on interaction patterns and metrics

• Experience in managing agent profiles, hierarchies, administrative settings, and application access

• Familiarity with FUZE, Teams, OCSD, Resource Center, MAS, Alert Center, or similar logistics-center applications

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

• Experience in auditing hierarchy, skills, LOB/Area assignments, and huddles

• Ability to evaluate problems, determine root causes, apply sound judgment, and resolve issues

• Strong communication skills with leadership, IT, and cross-functional stakeholders

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

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Life insurance

• Short Term Disability

• Stock Purchase Plan

• Company match on 401K

• Paid Vacation

• Paid Holidays

• Paid Personal Days

• Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions of the job