Workforce Manager

Job not on LinkedIn

🔥 1 hour ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Roadie

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

🍽️ Food & Beverage

🏥 Healthcare

🏗️ Construction

Food & Beverage • Healthcare • Construction

Roadie is a crowdsourced delivery platform that provides local same-day delivery across the United States. As a UPS company since 2021, it offers reliable delivery solutions with a network of 200,000 drivers, enabling efficient last-mile shipping for various industries like retail, e-commerce, and healthcare. Roadie's services include handling deliveries for bulky items, returns processing, and providing delivery solutions for a wide range of industries including airline luggage, grocery, and construction supplies. Their platform supports streamlined delivery operations with real-time tracking, 24/7/365 availability, and seamless API integration, making Roadie an ideal solution for businesses looking to improve their logistics and delivery capabilities.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ 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