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 the Enterprise Logistics Centers • Ensure appropriate staff availability and accuracy of key tools used to meet service requirements • Manage and execute key processes and generate analysis to meet service standards and improve staff and customer results • Generate and adjust agent schedules, including training, meetings, huddles, coaching, hierarchy, auditing, and skilling oversight • Administer logistics center tools and manage production incidents to avoid or minimize system and other downtime events • 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 the point of contact for equipment management and replacement • Assess problems, identify root causes, and resolve customer impacts and productivity issues • Communicate with Enterprise Logistics Center leadership and influence IT and other departmental 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 and effectiveness • Create and adjust staff schedules based on driver interaction patterns and key metrics for each Area and supported LOB • Set up and maintain agent profiles, hierarchy assignments, administrative settings, and access for critical logistics center applications • Lead stakeholder discussions and initiatives to resolve WFM issues and improve processes • Perform user acceptance testing, post-production validation testing, and Level 1 troubleshooting and issue resolution • Own and execute audits of hierarchy, skill, and LOB/Area assignments, huddles, and related processes

🎯 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 • Ability to assess problems, identify root causes, use sound judgment, and act with urgency • Data and business process analysis skills • Ability to document business requirements and develop processes, inspection routines, and tools • Experience managing staff schedules based on interaction patterns and performance metrics • Experience administering agent profiles, hierarchies, settings, and access for logistics center applications • Experience with user acceptance testing, post-production validation testing, and Level 1 troubleshooting • Ability to conduct audits of hierarchy, skill, and LOB/Area assignments • 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 matching on a 401(k) • Paid vacation • Paid holidays • Paid personal days