Roadie - Workforce Manager

Remote - USA *2w ago

Remote Senior NA Community Manager Coaching Google Sheets Excel Salesforce Reporting

Requirements

• 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

Responsibilities

• 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

Benefits

• 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 • The technology you need to get the job done • This role is not eligible for visa sponsorship. Applicants must be authorized to work for any employer in the U.S.