Logistics Workforce Manager

Waste Management, Inc. (WM)•United States,

18h•$106,370 - $138,160•Hybrid

About The Position

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.

Requirements

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 experience

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.