Workforce Manager

Roadie; United States; Remote; USD 120,000 - 165,000; Full time

Benefits offered by this job

Competitive compensation

100% health insurance for employee

401k with company match

Student loan repayment assistance

Flexible work schedule

Monthly WFH stipend

Sabbatical leave

Technology tools provided

Job summary

Roadie is seeking a Workforce Manager to lead real-time operations for its 24/7 Support organization, coordinating forecasting, staffing, and contingency planning across Roadie and BPO partners. You will develop Real-Time Analysts and scheduling resources, ensuring coverage and performance across phone, chat, and email channels.

You’ll guide staffing decisions by monitoring service levels, occupancy, utilization, and queue metrics, and you’ll drive improvements through cross-functional

Qualifications

• 5+ years of contact-center workforce management experience across forecasting, capacity planning, scheduling, and real-time operations.
• 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.
• Experience building WFM processes from the ground up or supporting high-growth operations preferred.

Responsibilities

• Lead and develop 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.

Skills

Forecasting

Capacity planning

Scheduling

Real-time operations

Data-driven decisions

Queue management

Ownership & accountability

Excel/Sheets

Calabrio/Salesforce/Amazon Connect

Education

Bachelor's degree

Tools

Calabrio

Salesforce

Amazon Connect

Excel/Google Sheets

Job description

Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes — from urban hubs to rural communities — Roadie provides seamless, scalable solutions that meet a variety of delivery needs.

With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy, including solutions for local same-day delivery, delivery of big and bulky items, ship-from-store and DC-to-door. For more information, visit www.roadie.com.

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 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.