Workforce Management Manager

Location: Remote: Indiana.

Location Status: Work will be primarily performed remotely from home office 5 days per week. Occasional travel to and work from other Race offices or off-site locations will be required.

100% Company-Paid Medical and Dental Benefits

Free Fiber Internet Service

Compensation: $75,000 per year

5 Days/8 Hours

Who We Are:

We're more than a fiber internet provider, we're your neighbors, committed to connecting California communities since 1994. At Race, relationships matter as much as speed. We combine cutting-edge technology with a genuine, people-first approach that makes every interaction feel personal. Our team operates like family: collaborative, supportive, and dedicated to making a real difference. When you join Race, you're not just accepting a job, you're becoming part of a team that values integrity, celebrates wins together and believes that meaningful work happens when great people connect with great purpose.

Position Impact:

The Workforce Management Manager is a process leader responsible for the strategic direction, optimization, and day-to-day execution of Workforce Management supporting Customer Support. This role owns workforce forecasting, staffing, scheduling, service level performance, attendance management, efficiency, reporting, budgeting, and workforce optimization processes to ensure Customer Support has the appropriate resources and operational structure to meet customer demand and business objectives. The Workforce Management Manager serves as a key cross-functional partner to Customer Support, IT, Finance, telephony providers, and outsourced service partners, using data, process expertise, and technology to improve operational performance and customer experience. This role also owns the continuous development and improvement of Workforce Management systems, processes, reporting, and operating standards while balancing service quality, workforce efficiency, and financial performance. The role requires travel within assigned market areas for onsite visits and collaboration with partner leadership, as well as occasional international travel.

Requirements

Qualifications and Experience:

• Eligibility for US Employment without sponsorship

• Minimum of 18 years of age
• A valid driver's license, subject to successful verification through a DMV check, is mandatory

• Minimum of 5 years of experience in Workforce Management, Contact Center Operations, Customer Support Operations, or a related field preferred

• Demonstrated experience owning workforce planning processes and driving operational performance within a customer support or contact center environment preferred
• Strong understanding of contact center workforce management principles, including forecasting, scheduling, staffing, queue management, service level performance, and efficiency management preferred
• Experience developing and managing Customer Support performance metrics, reporting, and operational dashboards preferred
• Experience with Customer Support budgeting, financial planning, and expense management preferred
• Experience with Customer Support volume forecasting and staffing models preferred
• Experience managing outsourced customer support vendor relationships, including financial management, staffing, resource planning, contract and rate negotiations, and vendor performance preferred
• Experience partnering with IT and telephony providers to manage contact center technology and telephony performance preferred
• Strong analytical and problem-solving skills with the ability to translate operational data into actionable business recommendations required
• Strong understanding of Workforce Management systems and the ability to develop, implement, optimize, and continuously improve both manual and system-based workforce management processes required
• The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication

• Bilingual communication skills are considered a plus, particularly when serving diverse communities

Skills:

• Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications
• Functional use of common office equipment, computers, and office software

Essential Duties and Responsibilities:

Workforce Management Operations

• Own the day-to-day Workforce Management processes supporting Customer Support
• Oversee queue skilling, service level performance, scheduling, time management, staffing allocation, and other standard and Race-specific Customer Support performance targets
• Monitor real-time operational performance and recommend corrective actions to address staffing, queue, workload, and service level variances
• Optimize workforce allocation based on customer demand, associate availability, and skill requirements
• Establish, maintain, and continuously improve Workforce Management processes, standards, and operating procedures
• Oversees the development and implementation of industry-standard workforce management KPI’s and SLA’s

Forecasting, Scheduling & Attendance

• Own Customer Support volume and staffing forecasting across channels, queues, skills, and time intervals
• Translate forecasts into staffing requirements and scheduling strategies based on demand, service level objectives, productivity, and shrinkage
• Develop and maintain scheduling methodologies for shifts, breaks, lunches, meetings, training, and time off
• Monitor forecast accuracy and refine forecasting methodologies based on historical trends, seasonality, business changes, and emerging demand
• Analyze associate attendance trends and develop recommendations to improve workforce availability and operational coverage

Performance, Reporting & Efficiency

• Own the development and management of Customer Support performance reporting, dashboards, and operational metrics
• Monitor service level, queue performance, productivity, efficiency, staffing, attendance, and other key Customer Support performance indicators
• Analyze performance trends and provide actionable recommendations to Customer Support leadership and business stakeholders
• Develop and implement strategies to improve workforce utilization, productivity, and operational efficiency
• Identify gaps between planned and actual staffing or performance and coordinate corrective actions
• Maintain performance measurement methodologies supporting standard and Race-specific Customer Support targets
• Develops and delivers daily, weekly, monthly and quarterly performance readouts, providing insights into workforce performance, staffing levels, productivity, trends, variances, and opportunities for operational improvement

Budget & Outsourced Partner Management

• Own Customer Support workforce budgeting and financial planning in partnership with Customer Support and Finance
• Monitor labor costs, overtime, outsourced support costs, and other workforce-related expenses
• Analyze budget variances and provide recommendations for cost optimization
• Manage outsourced Customer Support vendor relationships, including staffing, resource planning, financial management, and performance
• Support vendor rate negotiations and evaluate the financial and operational impact of vendor agreements
• Ensure outsourced staffing capacity aligns with Customer Support forecasts, service requirements, and business objectives

Workforce Management Systems & Process Development

• Own the development, implementation, and continuous improvement of Workforce Management systems and processes
• Develop and maintain manual Workforce Management tools and processes where system functionality does not meet business requirements
• Partner with IT and technology stakeholders to define system requirements, enhancements, automation opportunities, and reporting capabilities
• Identify opportunities to improve forecasting, scheduling, reporting, queue management, and workforce optimization through technology
• Ensure Workforce Management systems and processes provide accurate, timely, and actionable operational information

Telephony & Cross-Functional Management

• Manage the Customer Support relationship with the telephony provider in partnership with IT
• Monitor IVR performance, call routing, queue configuration, and telephony-related service performance
• Identify telephony issues and coordinate resolution with IT, the telephony provider, and Customer Support stakeholders
• Evaluate call routing and queue structures to improve customer experience, service levels, and workforce utilization
• Serve as a strategic Workforce Management partner to Customer Support and collaborate with IT, Finance, vendors, and other stakeholders on operational initiatives
• Drive continuous improvement initiatives that enhance Customer Support performance, efficiency, workforce capacity, and customer experience

Vehicle Maintenance and Travel:

• Maintains vehicle/equipment pre-op/post-op to be prepared to perform required duties
• Maintains a clean driving record as defined by the current fleet insurance underwriter
• Travel is required to conduct onsite visits within assigned market areas, as well as occasional international travel, to support operational needs, collaborate with partner leadership and maintain effective working relationships

Additional duties as required.

Benefits

Why Join Our Team:

• Join a tight-knit crew—no faceless corporation vibes here
• Growth potential: promotions and new challenges are part of our DNA
• Competitive base salary
• Comprehensive Benefits Package: 100% company-paid medical and dental insurance (starting the 1st of the month following your start date), PTO (vacation, sick), 11 paid holidays, paid birthdays, 401k matching (4%)
• Free fiber internet service for all employees living in our service area
• A culture built on integrity, mutual respect, and a shared purpose

Call to Action:

Let's chat. If you're ready to move forward, click "Apply" below, our team can't wait to meet you.