Logistics Workforce Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $106.4k - $138.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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WM

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1968

📦 Logistics

🏗️ Construction

🏭 Manufacturing

💰 Post-IPO Debt on 2023-07

Logistics • Construction • Manufacturing

WM is a company that utilizes cookies and other tracking technologies on its website to collect information about user preferences and devices. These technologies may involve sharing data that is considered "sale," "sharing," or targeted advertising under certain privacy laws in the United States and Canada. WM provides users with options to manage their cookie preferences and opt-out of these data-sharing practices as required by different privacy regulations. The company ensures compliance with privacy laws and offers detailed privacy policies and notices to keep users informed about their rights. WM emphasizes user consent in managing and processing personal information for advertising and analytics purposes.

📋 Description

• Support the daily operations of Enterprise Logistics Centers • Ensure appropriate staff availability and accuracy of key tools to meet internal and external customer service requirements • Manage and execute workforce-management processes and generate analysis to improve staff and customer results • Generate and adjust agent schedules, including training, meetings, huddles, coachings, hierarchy, auditing, and skilling oversight • Administer logistics-center tools and manage production incidents/business continuity to minimize system and other downtime • Manage the real-time management team overseeing skill management and movement of Logistics Dispatchers and Routers • Troubleshoot system access, maintain system administration accuracy, and serve as point of contact for equipment management and replacement • Assess problems, identify root causes, and resolve customer-impacting and productivity issues • Communicate with Enterprise Logistics Center leadership and influence IT and other partners • Analyze data and business processes to identify opportunities and recommend solutions • Document business requirements and develop processes, inspection routines, and tools to improve productivity • Create and adjust staff schedules based on driver interaction patterns and key metrics across Areas and supported lines of business • Set up and maintain agent profiles, hierarchies, administrative settings, and application access for FUZE, Teams, OCSD, Resource Center, MAS, Alert Center, and other critical systems • Lead stakeholder discussions and initiatives related to workforce management • Perform user acceptance testing, post-production validation, and Level 1 troubleshooting and issue resolution • Own and execute audits of hierarchy, skill, LOB/Area assignments, huddles, and related agent records

🎯 Requirements

• Bachelor's Degree (accredited) in Customer Service, Call Center, or similar area of study • High School Diploma or GED (accredited) and four years of relevant experience • 5 years of direct Workforce Management and call center experience • Experience analyzing data and business processes • Ability to create and adjust staff schedules based on interaction patterns and metrics • Experience administering agent profiles, hierarchies, administrative settings, and application access • Experience with FUZE, Teams, OCSD, Resource Center, MAS, Alert Center, or similar logistics-center applications • Experience with user acceptance testing, post-production validation testing, and Level 1 troubleshooting • Experience auditing hierarchy, skills, LOB/Area assignments, and huddles • Ability to assess problems, identify root causes, use sound judgment, and resolve issues • Ability to communicate effectively with leadership, IT, and cross-functional stakeholders • Must have, or be willing to obtain, a REAL ID or TSA-approved alternative if required for air travel or federal-property access

🏖️ 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 accommodation may be made to enable individuals with disabilities to perform the essential functions of the job