WM invests in our team’s success by implementing state-of-the-art systems and processes, industry-leading services and the best leadership in the business. Our exceptional customer service professionals help deliver satisfaction to our clients throughout North America. If you are passionate about helping others and seeking challenging and interesting employment, apply today! **I. Job Summary** The Capacity and Workforce Manager is responsible for supporting the daily operations of the Workforce Management Team, ensuring appropriate staff availability and the accuracy of key tools to meet service requirements for both internal and external customers. This role involves managing and executing key processes, generating analysis to meet service standards, and improving staff and customer results. The manager works directly with leadership, staff, and agents to meet standards through efficient generation and adjustments to agent schedules, hierarchy and skilling accuracy, logistics centers tool administration, and production incident management to minimize system and other downtime events. **II. Essential Duties and Responsibilities:** + Develop comprehensive capacity models that include staffing and new hire plans for voice and digital frontline employees across customer experience (CE) and offshore teams. + Document business requirements, recommend and develop solutions (processes, inspection routines, and tools) to improve productivity and effectiveness across logistics centers. + Create and adjust staff schedules (shift start/end times, lunches, breaks) based on analysis of driver interaction patterns and key metrics to ensure all logistics centers meet enterprise, area, and site performance standards. + Administration: Set up and maintain agent profiles, hierarchy assignments, administrative settings, and access for critical logistics center applications (e.g., IEX, Genysis, NICE). + Work with key business partners (Finance, People Team, Learning & Development) to improve awareness of staffing and hiring needs within the contact centers. + Establish goals for all communication channels and lines of business, analyze results to identify root causes or trends, and implement efficiency improvements in the contact center. + Ensure vendor and offshore relationships are well-developed and maintained to provide superior customer experience, timeliness, and high efficiency and performance. + Formulate and implement recurring routines, reporting, and scorecards to keep the team apprised of performance and results, identify and mitigate risks, and optimize the environment. + Prepare and present succinct, impactful presentations for executive audiences. + Develop site and staffing strategies that optimize resources across internal and offshore locations. + Think critically and make data-driven decisions to improve performance. + Be available 24 hours a day, 7 days a week in the event of an emergency. + Direct management of managers who lead teams and individual contributors, as well as indirect management of vendor and offshore teams using effective influence and management to ensure objectives are met. **III. Qualifications:** The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the US. **A. Required Qualifications** + Bachelor's Degree (accredited),in Business, Economics, Statistics, Accounting + High School Diploma or GED (accredited) and eight years of relevant experience + 8 years workforce management, capacity planning/forecasting, customer service, contact centers, vendor management, and managing offshore teams **B. Preferred Qualifications** + Prior experience implementing and managing workforce or capacity planning strategies at an enterprise level + Prior vendor management and/or offshore experience required **IV. Physical Requirements** Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job. + Normal Setting for this job- Remote + 10% Travel The expected pay range for this position across the U.S is $107,300- $139,400K. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location. **V. Benefits** At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site. If this sounds like the opportunity that you have been looking for, please click Apply. Equal Opportunity Employer: Minority/Female/Disability/Veteran