I. Job Summary
Responsible for supporting the daily operations of the Enterprise Logistics Centers. The Logistics Workforce Manager ensures appropriate staff availability and accuracy of key tools used to meet service requirements for internal and external customers. Responsible for managing and executing key processes and generating analysis used by all Enterprise Logistics Centers to meet service standards while improving staff and customer results. Works directly with Logistics Centers leadership staff and agents to meet standards through efficient generation of and adjustments to agent schedules including training, meeting, huddles and coachings, hierarchy, auditing and oversite of skilling accuracy, logistics centers tool administration, and production incident management (business continuity) to avoid/minimize system and other downtime events. Manage the real time management team whom will oversee skill management including monitor, audit and make necessary movement of Logistic Dispatchers and Routers as needed to meet the business need. Other responsibilities include system access troubleshooting, system administration accuracy and point of contact for equipment management and replacement. Additional responsibilities may be outlined at a further date.
II. Essential Duties and Responsibilities
- Assesses problems, identifies root cause and acts with urgency using sound judgement to mitigate and resolve
- customer impacts and Logistics Center staff productivity, driving resolutions which prevent future occurrence.
- Communicates effectively with Enterprise Logistics Center Leadership Team and influences partners (IT and other departments).
- Analyzes data and business processes to identify opportunities and recommend solutions.
- Documents business requirements, recommends and develops solutions (processes, inspection routines and tools) to improve productivity and effectiveness across logistics centers
- Creates new and adjusted staff schedules (shift start/end times, lunches, breaks, etc.) based upon analysis of driver interaction patterns and key metrics for every Area and supported LOB to ensure all Logistics Centers meet Enterprise, Area and Site performance standards.
- Sets up and maintains agent profiles, hierarchy assignments, administrative settings and access for critical logistics center applications (i.e.: FUZE, Teams, OCSD, Resource Center, MAS, Alert Center etc.)
- Leads collaborative discussions and initiatives with key stakeholders (i.e.: Logistics Center Leadership,
- Workforce Management team, Logistics Analysts, and IT Support) to resolve issues and improve processes and practices related to WFM across the enterprise.
- Performs user acceptance testing, post-production validation testing and Level 1 troubleshooting/issue
- Resolution for core technology solutions used by all Logistics centers
- Owns and executes audit processes (review and remediation of hierarchy, skill and LOB/Area assignments, huddles, etc.) for all agents across the Enterprise Logistics Centers.
III. Qualifications
A. Required Qualifications
- 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
B. Preferred Qualifications
IV. Physical Requirements
Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
- This job operates in a mix between an office environment and plant/field environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.
PAY: The expected base pay range for this position across the U.S. is $106,370 - 138,160. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location.
V. Benefits
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
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