JOB SUMMARY

The CE Workforce Tools and Technology Manager is responsible for leading the Workforce Management (WFM) team’s reporting, analytics, and operational execution in support of a high-performing call center. This role plays a key part in driving continual improvements, efficiency gains, and optimal service levels through data-driven decisions and proactive communication. 

Core responsibilities include overseeing agent scheduling, managing call queue configurations, coordinating production incident responses and communications, and ensuring timely and accurate delivery of operational reporting. The Workforce Supervisor will partner closely with cross-functional teams to identify trends, address gaps, and implement scalable solutions, while also handling various ad-hoc requests to support daily operations and strategic initiatives.

Our preference is to hiring from within the current WM Customer Service team.

 Essential Duties and Responsibilities

Provides day-to-day management and support to customer service staff. Champion customer-centric culture inside and outside the call center cultivating an environment of trust, teamwork, and ownership. Communicates and enforces company policies and procedures and develops and implements customer service performance standards. Determines training needs and establishes programs. Perform periodic training quality assessments to ensure training standards are met. Coordinate training to ensure timely and consistent training delivery. Compiles all customer service reporting requirements.  Investigates and resolves escalated customer service inquiries. The ideal candidate must be proficient and comfortable working in departmental systems such as NICE IEX, DRIVE, and Genesys, with the ability to quickly adapt to new tools and evolving business needs.

 QUALIFICATIONS: The requirements listed below are representative of the qualifications necessary to perform the job. Must live and work in the US.

Education

Required:            

Bachelor's Degree (accredited) in Sales/Marketing, Management, Business Administration or similar area of study or High School Diploma or GED (accredited) and four years of relevant experience Required

Preferred:

Master's Degree (accredited) in Sales/Marketing, Management, Business Administration or similar area of study        Preferred            

Work Experience

Required:

3-5 years of relevant work experience in Customer Service/Call Center (in addition to education requirement)

Preferred:

2-3 years of supervisory experience

Knowledge, Skills and Abilities

Call center or customer service experience and supervisory/management skills required        Strong knowledge of customer satisfaction drivers and strategic planning to achieve desired business results  Excellent skills in organization, analytical, prioritization, time management and handling multiple tasks and priorities          Excellent oral and written communications skills        Self-starter who possesses the ability to work cooperatively with a team of customer service providers and other members of the management team  Experienced and skilled at effectively providing and receiving constructive feedback           Effective facilitative leadership skills and experience leading focused teams          Very good understanding of business processes, tools and techniques required to develop an engaged customer and employee environment      

V. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Normal setting for this job is: Remote [Ideal candidate would be within 50 miles from a call center].

The expected pay range for this remote position across the U.S is $74,600 - $95,100K. 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.

Benefits
At Waste Management, 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.