Workforce Manager
As Roadie’s Workforce Manager, you’ll lead workforce planning and real-time operations for our 24/7 Support organization. Working across Roadie and our BPO partners, you’ll ensure the right coverage across phone, chat, and email to deliver a great user experience.
You’ll develop our Real-Time Analysts and scheduling resources, anticipate demand, and guide teams through daily challenges and peak periods. If you enjoy solving complex operational puzzles, developing people, and seeing your decisions make an immediate impact, you’ll thrive in this role.
What You’ll Do
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 that align staffing with demand and maintain consistent queue coverage
Guide real-time operations by monitoring service levels, adherence, occupancy, utilization, backlog, and handle time, taking action as needs shift
Anticipate staffing and scheduling gaps, communicate their 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 how proposed operational and technology changes will affect contact volume, staffing needs, queue performance, and the user experience
Develop workforce and contingency plans for peak season, high-volume periods, and unexpected staffing or system challenges
Serve as a workforce leadership resource for our 24/7 operation, including during outages and service disruptions, as business needs require
Lead postmortems after significant service-level misses or disruptions, turning findings into actionable improvements
Deliver reporting and analysis that helps leaders make informed decisions about staffing, headcount, and operational performance
Oversee WFM platform configuration and partner with technical teams to strengthen workforce tools, routing, and reporting accuracy
What You Bring
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, with the ability to anticipate risks, uncover root causes, and turn data into practical recommendations
Strong understanding of queue management and routing, including how process changes, automation, and AI deflection affect staffing and service levels
Clear communication, sound judgment under pressure, and strong ownership and follow-through
Advanced proficiency with Excel or Google Sheets and 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
Why Roadie?
Competitive compensation packages
100% covered health insurance premiums for yourself
401k with company match
Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!)
Flexible work schedule with unlimited PTO
Monthly 3-day weekends
Monthly WFH stipend
Paid sabbatical leave- tenured team members are given time to rest, relax, and explore