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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in workforce management, including forecasting, capacity planning, and scheduling for 24/7 operations. Proven ability to analyze data, develop actionable insights, and lead teams through effective coaching and accountability.
Highest-signal resume keywords
Workforce Management ExperienceForecasting and Capacity PlanningQueue Management and RoutingAdvanced Proficiency with ExcelExperience with Calabrio and Salesforce
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
ForecastingCapacity PlanningSchedulingReal-Time OperationsData AnalysisQueue ManagementProcess AutomationAI DeflectionWFM Process DevelopmentPerformance Reporting
Soft Skills
Clear CommunicationAnalytical JudgmentOwnershipCoachingProblem-Solving
Tools & Technologies
CalabrioSalesforceAmazon ConnectExcelGoogle Sheets
Industry Keywords
Contact Center OperationsBPO ManagementMultichannel OperationsPeak Demand PlanningService-Level Management
About the role
Key responsibilities & impact- 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 aligned with demand and maintain consistent queue coverage
- Guide real-time operations by monitoring service levels, adherence, occupancy, utilization, backlog, and handle time
- Anticipate staffing and scheduling gaps, communicate 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 operational and technology changes affecting contact volume, staffing needs, queue performance, and user experience
- Develop workforce and contingency plans for peak seasons, high-volume periods, and unexpected staffing or system challenges
- Serve as a workforce leadership resource for the 24/7 operation during outages and service disruptions as needed
- Lead postmortems after significant service-level misses or disruptions and implement improvements
- Deliver reporting and analysis for staffing, headcount, and operational performance decisions
- Oversee WFM platform configuration and strengthen workforce tools, routing, and reporting accuracy
Requirements
What you’ll need- 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, ability to anticipate risks, uncover root causes, and turn data into practical recommendations
- Strong understanding of queue management and routing, including process changes, automation, and AI deflection effects on staffing and service levels
- Clear communication, sound judgment under pressure, strong ownership and follow-through
- Advanced proficiency with Excel or Google Sheets
- 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
- Must be authorized to work for any employer in the U.S.; this role is not eligible for visa sponsorship
Benefits
Comp & perks- Competitive compensation packages
- 100% covered health insurance premiums for yourself
- 401k with company match
- Tuition and student loan repayment assistance
- Flexible work schedule with unlimited PTO
- Monthly 3-day weekends
- Monthly WFH stipend
- Paid sabbatical leave for tenured team members
- The technology you need to get the job done