Workforce Manager

🕒 Outubro 9

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

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Roadie

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2014

🍽️ Alimentos e Bebidas

🏥 Saúde

🏗️ Construção

Food & Beverage • Healthcare • Construction

A Roadie é uma plataforma de entregas crowdsourced que oferece serviço de entrega local no mesmo dia em todo os Estados Unidos. Como uma empresa da UPS desde 2021, oferece soluções de entrega confiáveis com uma rede de 200. 000 motoristas, possibilitando um transporte eficiente na última milha para várias indústrias, como varejo, e-commerce e saúde. Os serviços da Roadie incluem o manuseio de entregas de itens volumosos, processamento de devoluções e soluções de entrega para uma ampla gama de indústrias, incluindo bagagens aéreas, supermercados e suprimentos de construção. Sua plataforma suporta operações de entrega simplificadas com rastreamento em tempo real, disponibilidade 24/7/365 e integração API perfeita, tornando a Roadie uma solução ideal para empresas que buscam melhorar suas capacidades logísticas e de entrega.

Descrição

• Lead and develop Roadie’s Real-Time Analysts and scheduling resources through clear priorities, coaching, and accountability • Own forecasting, staffing, and headcount planning across Support channels, internal teams, and BPO partners • Build schedules aligned with demand and maintain consistent queue coverage • Guide real-time operations by monitoring service levels, adherence, occupancy, utilization, backlog, and handle time • Anticipate staffing and scheduling gaps, communicate business impact, and recommend practical solutions • Partner with Support Managers, Vendor Managers, Salesforce, Engineering, and other technical teams to improve routing, workflows, automation, and self-service • Assess operational and technology changes affecting contact volume, staffing needs, queue performance, and user experience • Develop workforce and contingency plans for peak seasons, high-volume periods, and unexpected staffing or system challenges • Serve as a workforce leadership resource for the 24/7 operation during outages and service disruptions as needed • Lead postmortems after significant service-level misses or disruptions and implement improvements • Deliver reporting and analysis for staffing, headcount, and operational performance decisions • Oversee WFM platform configuration and strengthen workforce tools, routing, and reporting accuracy

🎯 Requisitos

• 5+ years of contact-center workforce management experience across forecasting, capacity planning, scheduling, and real-time operations • Proven success developing workforce analysts or schedulers through coaching, clear expectations, and accountability • Experience supporting 24/7, multichannel operations and partnering with BPOs across sites or time zones • Strong analytical judgment, ability to anticipate risks, uncover root causes, and turn data into practical recommendations • Strong understanding of queue management and routing, including process changes, automation, and AI deflection effects on staffing and service levels • Clear communication, sound judgment under pressure, strong ownership and follow-through • Advanced proficiency with Excel or Google Sheets • Working knowledge of Calabrio, Salesforce, Amazon Connect, or comparable platforms • Experience planning for peak demand and managing workforce responses to outages or service disruptions • A bachelor’s degree or an equivalent combination of education and relevant experience • Experience building WFM processes from the ground up or supporting high-growth or gig-economy operations preferred • Must be authorized to work for any employer in the U.S.; this role is not eligible for visa sponsorship

🏖️ Benefícios

• 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

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