Manager - Workforce Management

Who We Are

At Platform Science, we’re working to connect everything that moves.

Founded in 2015, we are an open IoT platform that partners with innovative fleets, application developers, vehicle manufacturers, and equipment providers in the transportation industry to deliver revolutionary solutions to supply chain professionals across the globe.

Our employees are an engaging, diverse group of people who believe in the power of great ideas. We hire people with different experiences and perspectives to build a company culture that fuels growth through innovation.

We value thoughtful actions and empathy for others.  We approach challenges with resiliency and creativity, while encouraging transparency because, no matter our backgrounds or responsibilities, we are one team.

About the Role

The Manager, Workforce Management reports to the Director of Technical Support and is responsible for the management of the Workforce Management team, tools, and projects. This role is crucial in cross functional collaboration, software change management, and professional development of the analysts it oversees. The Manager, Workforce Manager, requires ample knowledge of Workforce Management principles and is expected to step in when there are gaps with team coverage, as well as lead the project to assist on more support groups becoming integrated with WFM principles and tools. This role requires a wide degree of compassion, innovation, and ability to problem solve. 

Essential Responsibilities

Pioneer the Workforce Strategy:

• Drive the strategic agenda for the global contact center network by maintaining expertise in best practices, leading innovation, and developing enterprise-wide workforce planning frameworks.

• Lead and develop WFM analysts in core functions: forecasting, scheduling, reporting, and real-time management, ensuring a balance of efficiency, service level, and financial impact.

• Lead change management initiatives for introducing WFM principles and tool transitions across various lines of business.

• Oversee reporting to ensure data accuracy and consistency, adapting to cloud software changes and balancing the needs for various Key Performance Indicators (KPIs).

Maximize technology:

• Act as the system owner and Subject Matter Expert (SME) for key WFM tools, Assembled, Salesforce Omni-Channel, and Zoom Contact Center as well as help integrate WFM KPIs into other tools such as Domo.

• Drive the optimal use and integration of these WFM systems to maximize their effectiveness.

• Champion innovation in WFM technology, automation, and advanced reporting tools to enhance process efficiency and support better decision-making.

Manage across complexity:

• Oversee multi-site operations, managing complexities like varied time zones, language requirements, and labor regulations.

• Coordinate workforce planning and maintain shared accountability for both internal teams and external BPO (outsourced) partners.

• Develop scalable strategies to adapt to changing business conditions, new software launches, or sales and product enhancement strategies

• Collaborate cross-functionally with Operations, Training, HR, and Software Teams to define working processes and drive accountability.

Experience

• Required experience

  • 5+ years experience working in one or more areas of workforce management team (forecasting, capacity planning, real-time management, and scheduling)

  • Salesforce Omnichannel and Zoom Contact Center required, Assembled preferred

  • 2+ years experience of people leadership, preferably in a remote setting

  • Strong understanding of contact center metrics (service level, occupancy, shrinkage, adherence, average handle time, etc.)

  • Experience and comfort using MS Excel and Google Sheets

• Traits of a successful candidate

  • Experience exercising strong oral, written, listening and interpersonal ability

  • Understanding of diverse queues, channel and queue size, in different WFM and technology platforms

• Bachelor’s Degree in Business, Information Technology or equivalent experience

Platform Science Benefits Highlights

The company offers various benefits to regular, full-time employees including:

• Medical, dental, and vision insurance

• Short-term and long-term disability insurances

• AD&D and life insurance

• 401k plan

• Paid vacation, sick leave and holidays

• Six weeks of paid parental leave

For more information please see the Benefits Highlights brochure for regular, full-time employees.

In addition, you can access the Benefit Highlights brochure for regular, full-time employees by copying and pasting the link into your browser: https://www.platformscience.com/benefits.

This is an exempt role. Our job titles for each posting may span across more than one job level. The estimated base salary for this role is between $75,000 and $114,886. The range displayed on each job posting reflects the minimum and maximum target range for new hire base salaries across all US locations. Compensation packages are based on many factors unique to each candidate, including but not limited to skill set, work experience, relevant trainings and certifications, business needs, market demands and specific geographical location. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, and benefits. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

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Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

At this time we only consider candidates in these states: AL, AR, AZ, CA, CO, FL, GA, ID, IL, KY, MA, MD, MI, MN, MO, NC, NH, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, and WI. In the future we plan to add more states.

Beware job scams! Our recruiters use @platformscience.com emails only. We don’t interview via text/message. We don't ask for software downloads (except Zoom) or sensitive info (like SSN/bank). Suspect fraud? Report it to law enforcement & peopleexp@platformscience.com.