Workforce Manager

We are seeking a highly analytical and decisive leader to step into the role of WFM RTA Manager . In this critical on-site role in Phoenix, you will be responsible for overseeing the RAD/ERT Support operations, ensuring optimal staffing levels, and maintaining seamless communication across multiple departments. Because this role supports dynamic, high-stakes environments, we are specifically looking for professionals with a background in Autonomous Vehicle (AV) Operations or Emergency Response. Serve as the primary liaison between the Client, internal Operations teams, and remote RTA teams to ensure strict alignment on business goals and service level agreements (SLAs). Manage the RAD/ERT Support operations from a resource and staffing perspective, ensuring all real-time delivery expectations are met during critical incidents. Partner heavily with Operations leadership to proactively address coverage gaps and optimize daily performance. 2. Reporting, Analysis & WBR Presentations Generate, analyze, and distribute comprehensive Staffing Reports and RTA Analysis , including managing daily operational callouts. Prepare and present data‑driven operational updates during the Weekly Business Review (WBR) to senior leadership and client stakeholders. Identify trends in volume fluctuations and handle times to provide actionable recommendations to the Ops teams. 3. Real‑Time Operations Management Oversee the continuous monitoring of real‑time queues and schedule adherence for high‑priority AV and ERT channels. Execute contingency plans for unexpected volume spikes, system outages, or high absenteeism to ensure emergency response levels remain stable. Ensure the RTA team is effectively managing intraday performance and making rapid, real‑time adjustments. Manage, coach, and develop a team of remote Real‑Time Analysts (RTAs). Conduct regular 1:1s, performance reviews, and training sessions to elevate the team’s analytical skills and understanding of AV operations. Foster a culture of extreme ownership, continuous improvement, and high performance. Qualifications & Requirements Industry Experience: Direct experience in Autonomous Vehicle (AV) Operations, Dispatch, or Emergency Response environments is highly preferred. Leadership Background: 2+ years of experience in a leadership role, such as an Operations Team Lead, Dispatch Supervisor, or WFM Manager. Analytical Prowess: Strong proficiency in Google Sheets/Excel. Ability to translate raw operational data into clear, actionable insights for stakeholders. Communication: Exceptional verbal and written communication skills with proven experience presenting metrics to cross‑functional teams or clients. Problem Solving: High‑level critical thinking skills with the ability to remain calm and make rapid, data‑backed decisions in a high‑pressure, incident‑driven environment. #J-18808-Ljbffr