Workforce Manager

1 hour, 27 minutes ago
Full-time
Senior
Data Science and Analytics
Roadie

Roadie

Roadie provides a crowdsourced delivery platform that facilitates urgent, same-day, and next-day delivery of various items across the U.S. by connecting senders with drivers utilizing their unused vehicle capacity.

Road & Rail
251-1K
Founded 2014
$62M raised

Description

  • Lead and develop Real-Time Analysts and scheduling resources through coaching, prioritization, and accountability.
  • Own forecasting, staffing, capacity, and headcount planning across phone, chat, and email support channels.
  • Build schedules that align staffing with demand and maintain consistent queue coverage.
  • Monitor service levels, adherence, occupancy, utilization, backlog, and handle time, taking corrective action as conditions change.
  • Identify staffing and scheduling gaps, communicate business impact, and recommend practical solutions.
  • Partner with Support, Vendor Management, Salesforce, Engineering, and technical teams to improve routing, workflows, automation, and self-service.
  • Assess the workforce and customer-experience impact of operational and technology changes.
  • Develop contingency plans for peak periods, outages, service disruptions, and unexpected staffing challenges.
  • Lead postmortems after service-level misses or disruptions and convert findings into operational improvements.
  • Deliver reporting and analysis to support staffing, headcount, and performance decisions.
  • Oversee WFM platform configuration and improve workforce tools, routing, and reporting accuracy.

Requirements

  • 5+ years of contact-center workforce management experience in forecasting, capacity planning, scheduling, and real-time operations.
  • Experience 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, root-cause analysis, and ability to turn data into practical recommendations.
  • Strong understanding of queue management and routing, including the staffing and service-level effects of process changes, automation, and AI deflection.
  • Clear communication, sound judgment under pressure, 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 responses to outages or service disruptions.
  • Bachelor’s degree or equivalent combination of education and relevant experience.
  • Experience building WFM processes from the ground up or supporting high-growth or gig-economy operations preferred.
  • Authorized to work for any U.S. employer; visa sponsorship is unavailable.

Benefits

  • Competitive compensation package.
  • 100% company-paid health insurance premiums for employees.
  • 401(k) with company match.
  • Tuition and student loan repayment assistance.
  • Flexible work schedule with unlimited PTO.
  • Monthly three-day weekends and paid sabbatical leave for tenured employees.
  • Monthly work-from-home stipend.
  • Company-provided technology and equipment.

Interested in this position?

Apply directly on the company website

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