Workforce Manager

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

📋 Description

• Lead and cultivate Roadie’s Real-Time Analysts and scheduling resources by establishing clear priorities, providing coaching, and ensuring accountability.

• Take ownership of forecasting, staffing, and headcount planning across Support channels, internal teams, and BPO partners.

• Construct schedules that align with demand and ensure consistent queue coverage.

• Direct real-time operations by overseeing service levels, adherence, occupancy, utilization, backlog, and handle time.

• Anticipate gaps in staffing and scheduling, communicate the business impact, and propose practical solutions.

• Collaborate with Support Managers, Vendor Managers, Salesforce, Engineering, and other technical teams to enhance routing, workflows, automation, and self-service options.

• Evaluate operational and technological changes that impact contact volume, staffing requirements, queue performance, and user experience.

• Formulate workforce and contingency plans for peak seasons, high-volume periods, and unforeseen staffing or system challenges.

• Act as a workforce leadership resource for the 24/7 operation during outages and service disruptions as necessary.

• Facilitate postmortems following significant service-level misses or disruptions and implement enhancements.

• Provide reporting and analysis for staffing, headcount, and operational performance decision-making.

• Manage WFM platform configuration and enhance workforce tools, routing, and reporting accuracy.

⛳️ Requirements

• 5+ years of experience in contact-center workforce management, focusing on forecasting, capacity planning, scheduling, and real-time operations.

• Demonstrated success in developing workforce analysts or schedulers through coaching, setting clear expectations, and ensuring accountability.

• Experience in supporting 24/7, multichannel operations and collaborating with BPOs across various sites or time zones.

• Strong analytical judgment, capable of anticipating risks, identifying root causes, and translating data into actionable recommendations.

• Solid understanding of queue management and routing, including process changes, automation, and the impact of AI deflection on staffing and service levels.

• Excellent communication skills, sound judgment under pressure, strong ownership, and commitment to follow-through.

• Advanced proficiency in Excel or Google Sheets.

• Familiarity with Calabrio, Salesforce, Amazon Connect, or similar platforms.

• Experience in planning for peak demand and managing workforce responses to outages or service interruptions.

• A bachelor’s degree or an equivalent combination of education and relevant experience.

• Preferred experience in building WFM processes from the ground up or in supporting high-growth or gig-economy operations.

• Must be authorized to work for any employer in the U.S.; this role is not eligible for visa sponsorship.

🏝️ Benefits

• Competitive compensation packages.

• 100% covered health insurance premiums for yourself.

• 401k with company match.

• Tuition and student loan repayment assistance.

• Flexible work schedule with unlimited PTO.

• Monthly 3-day weekends.

• Monthly WFH stipend.

• Paid sabbatical leave for tenured team members.

• The technology you need to get the job done.