Workforce & Capacity Manager

Safelite•MI Mobile Pro & Sales, MI

1d•Remote

About The Position

The Workforce & Capacity Manager is a strategic leadership position responsible for overseeing and optimizing the workforce and capacity planning functions within our field organization. This role involves leading a diverse and high performing team, including Capacity Planners and Dispatchers. The incumbent will play a critical role in ensuring the efficient allocation of resources, Capacity Planning/Execution, and achieving KPI objectives.

Requirements

Bachelor’s degree in business, Operations Management, or a related field
4-6 years Proven experience in workforce and capacity management
1-3 years Leadership experience
Knowledge of customer service and administrative protocols
Ability to provide world-class customer service
Ability to lead within a fast-paced, high-volume operation
Proven experience developing high performing teams that deliver extraordinary results

Responsibilities

Provide visionary leadership to a diverse team, fostering a culture of collaboration, accountability, and continuous improvement.
Partnership with District Manager on Capacity/Scheduling strategies
Execute objectives, conduct performance evaluations, and facilitate career development for team members.
Promote a positive work environment that encourages innovation and problem-solving.
Implement workforce optimization strategies including- Scheduling and Resource Allocation to meet business goals, across the zone.
Ensuring routing of right technician, to the right job, for most efficient and productive route.
Collaborate with District Managers to align field operations with staffing requirements and demand fluctuations.
Monitor and analyze workforce metrics to identify trends and areas for improvement.
Maintain Visibility into performance of district KPI’s such as D.O.W, Opti-Fit, Replacement Volume, Job Completion and Technician Turnover.
Oversee the planning and allocation of resources, including equipment, facilities, and personnel, to meet operational demands.
Capacity Optimization Standards which include Schedule Planning, Capacity Accuracy and Distributed 6-day work force allocation.
Work closely with the Workforce & Capacity Leads/Dispatchers to optimize field service operations and ensure timely customer support.
Develop and maintain a capacity planning framework that aligns with organizational objectives.
Partner on district growth levers such as, new locations, zip code management and recalibration flags.
The incumbent will be responsible for fostering a sense of urgency within the team to maximize capacity levers, including the utilization of 'road warriors'. This involves identifying potential areas for capacity enhancement, developing strategies to tap into these opportunities, and driving the team to execute these strategies swiftly and efficiently.
Collaborate with Director of Workforce/Capacity Leadership, District Managers and Operations Team to develop short-term workforce and capacity management strategies aligned with the company's growth objectives.
Provide recommendations and insights to support strategic decision-making at Store/Region level.
Manage the regional budget, ensuring cost-effective workforce and capacity management solutions.
Identify opportunities for cost savings while maintaining service quality.
Collaborate with cross-functional teams, including Fleet, Supply Chain, and Operations, Recalibration Managers to align workforce strategies with overall business goals.
Align with RSQM on Training Time & Capacity through Tech tenure.
Communicate workforce performance metrics and insights to executive leadership.
Performs other duties as assigned
Complies with all policies and standards