Manager, Workforce Management

Yesterday

❄️ Minnesota – Remote

Although this job is listed in Minnesota, this company may be open to hiring remote in other states.

💵 $75k - $114.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

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Platform Science

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Transport • SaaS • Enterprise

Platform Science is a technology company providing innovative fleet management solutions for the transportation industry. The company offers a comprehensive platform that integrates various driver applications and back-office tools to enhance productivity, safety, and compliance for enterprise fleets. Their solutions include navigation, compliance and driver safety tools, as well as analytics and data management services. Platform Science's marketplace allows for integration with a wide array of partner solutions, offering flexibility in fleet management. It is trusted by leading enterprise fleets for streamlining operations and improving driver and vehicle performance.

201 - 500 employees

Founded 2015

🚗 Transport

☁️ SaaS

🏢 Enterprise

📋 Description

• Pioneer the Workforce Strategy: Drive the strategic agenda for the global contact center network by maintaining expertise in best practices, leading innovation, and developing enterprise-wide workforce planning frameworks. • Lead and develop WFM analysts in core functions: forecasting, scheduling, reporting, and real-time management, ensuring a balance of efficiency, service level, and financial impact. • Lead change management initiatives for introducing WFM principles and tool transitions across various lines of business. • Oversee reporting to ensure data accuracy and consistency, adapting to cloud software changes and balancing the needs for various Key Performance Indicators (KPIs). • Maximize technology: Act as the system owner and Subject Matter Expert (SME) for key WFM tools, Assembled, Salesforce Omni-Channel, and Zoom Contact Center as well as help integrate WFM KPIs into other tools such as Domo. • Drive the optimal use and integration of these WFM systems to maximize their effectiveness. • Champion innovation in WFM technology, automation, and advanced reporting tools to enhance process efficiency and support better decision-making. • Manage across complexity: Oversee multi-site operations, managing complexities like varied time zones, language requirements, and labor regulations. • Coordinate workforce planning and maintain shared accountability for both internal teams and external BPO (outsourced) partners. • Develop scalable strategies to adapt to changing business conditions, new software launches, or sales and product enhancement strategies. • Collaborate cross-functionally with Operations, Training, HR, and Software Teams to define working processes and drive accountability.

🎯 Requirements

• 5+ years experience working in one or more areas of workforce management team (forecasting, capacity planning, real-time management, and scheduling) • Salesforce Omnichannel and Zoom Contact Center required, Assembled preferred • 2+ years experience of people leadership, preferably in a remote setting • Strong understanding of contact center metrics (service level, occupancy, shrinkage, adherence, average handle time, etc.) • Experience and comfort using MS Excel and Google Sheets • Experience exercising strong oral, written, listening and interpersonal ability • Understanding of diverse queues, channel and queue size, in different WFM and technology platforms • Bachelor’s Degree in Business, Information Technology or equivalent experience

🏖️ Benefits

• Medical, dental, and vision insurance • Short-term and long-term disability insurances • AD&D and life insurance • 401k plan • Paid vacation, sick leave and holidays • Six weeks of paid parental leave