workforce management manager

NearU Services

Contact Center Workforce Manager
<br><b>Location:</b> Charlotte, NC
<br><b>Department:</b> National Booking Center
<br><b>Reports To:</b> Director of Operations / Call Center Operations
<br><br>
<b>Role Overview:</b><br>
The NearU National booking center is a centralized appointment setting contact center for NearU supported home services companies. The Contact Center Workforce Manager is responsible for ensuring the National Booking Center shifts are staffed correctly, at the right times, with the right people This role owns forecasting, scheduling, intraday management, and real-time adherence to optimize service levels, employee experience, and operational efficiency.
<br>This position plays a critical role in balancing customer demand, agent availability, and business objectives while supporting the continued growth and operational maturity of the National Booking Center.
<br><br>
<b>Key Responsibilities:</b><br>
Workforce Planning & Forecasting
<br><ul>
<li>Forecast call volume and staffing needs using historical data, trends, seasonality, and business inputs</li>
<li>Develop short-term and long-term staffing models to support service level and operational targets</li>
<li>Perform manual forecasting and scenario modeling when automated tools, clean data, or systems are unavailable</li>
</ul>
Scheduling & Capacity Management
<br><ul>
<li>Build and maintain agent schedules aligned to forecasted demand</li>
<li>Manage intraday schedules including breaks, lunches, meetings, training, and special assignments</li>
<li>Make real-time schedule adjustments to address volume fluctuations, absenteeism, or operational changes</li>
</ul>
Real-Time Management & Adherence
<br><ul>
<li>Monitor schedule adherence and conformance throughout the day</li>
<li>Identify adherence trends, risks, and gaps; surface insights to leadership</li>
<li>Partner with supervisors and managers to correct intraday performance issues quickly and effectively</li>
</ul>
Reporting & Analysis
<br><ul>
<li>Produce workforce reports related to adherence, utilization, shrinkage, and staffing effectiveness</li>
<li>Analyze workforce performance data and recommend improvements to forecasts, schedules, and processes</li>
<li>Translate data into clear, actionable insights—not just dashboards that look cool in meetings</li>
</ul>
Technology & Optimization
<br><ul>
<li>Utilize workforce management and contact center tools to support forecasting, scheduling, and intraday management</li>
<li>Support the implementation and optimization of new workforce management or forecasting software</li>
<li>Partner with Operations, IT, and vendors to improve forecasting accuracy and tool adoption</li>
</ul>
Cross-Functional Collaboration
<br><ul>
<li>Collaborate with Operations, Training, QA, and Leadership to align staffing with business priorities</li>
<li>Support special initiatives such as new program launches, seasonal demand shifts, and operational pilots</li>
</ul>
<b>Required Qualifications:</b><br>
<ul>
<li>2+ years of experience in workforce management or workforce coordination within a contact center environment</li>
<li>Demonstrated experience with manual forecasting techniques</li>
<li>Erlang calculations</li>
<li>Strong understanding of forecasting, scheduling, adherence, and intraday management</li>
<li>Advanced Excel and data analysis skills (pivot tables, formulas, trend analysis)</li>
<li>Ability to communicate workforce insights clearly to operational and executive leaders</li>
<li>Strong organizational skills and the ability to manage competing priorities in a fast-paced environment</li>
</ul>
Preferred Qualifications
<br><ul>
<li>ServiceTitan Contact Center Pro (CCP) or similar contact center platforms preferred</li>
<li>Experience implementing or supporting new workforce management or forecasting software</li>
<li>Exposure to multi-skill, multi-queue, or multi-brand contact center environments</li>
<li>Familiarity with service level, occupancy, shrinkage, and utilization metrics</li>
</ul>
What Success Looks Like
<br><ul>
<li>Forecasts leadership trusts</li>
<li>Schedules that match demand</li>
<li>Strong schedule adherence without micromanagement</li>
</ul>


Workforce Manager - National Booking Center

State of Washington

<div><div><div><h2 class="jobSectionHeader"><b>Description</b></h2></div><br>
<p></p><div><br>
<div>Our vision is to ensure that &ldquo;Washington state&rsquo;s children and youth grow up safe and healthy&mdash;thriving physically, emotionally and academically, nurtured by family and community.&quot;</div><br>
<b>
Job Title: </b>Workforce Supports Manager (WMS02)<br>
<b>Location</b>: Olympia, WA / Hybrid<br>
<b>Closes: </b>March 25th, 2026<br>
<b>Salary:</b> $97,469 - $121,836 Annually<br>
<br>
The Early Care and Education Workforce Supports Manager is responsible for analyzing efforts, developing solutions and representing the Early Learning Division on topics related to early learning workforce challenges and solutions that advance compensation and recruitment for the early care and education. This includes but is not limited to early care and education provider qualifications, education verification, scholarship supports, and oversight of the substitute pool.<br>
<br>
This position is part of a collaborative, highly experienced team within DCYF's Early Learning Division. Team members bring deep subject-matter expertise, a strong commitment to public service, and a shared dedication to improving outcomes for children, families, and communities across Washington. The team values thoughtful discussion, mutual respect, and problem-solving, and works well together in a supportive and mission-driven environment.<br>
<br>
Click here to learn more about DCYF.<br>
<br>
<b>The Opportunity:</b><br>
The Early Care and Education Workforce Supports Manager works with other state agencies, DCYF divisions, state partners, and community stakeholders to analyze, support, and communicate the needs of early care and education providers within a comprehensive professional development system. This position will support DCYF&rsquo;s capacity to ensure that the early care and education workforce have access to professional learning opportunities to meet their staff qualification requirements and other ongoing workforce support efforts.<br>
<br>
The Early Learning Division has a clear and meaningful mission, and this role allows the successful candidate to apply professional experience to advance important, statewide work. This is an opportunity to join a committed team doing challenging, rewarding work that has real and lasting impact, particularly for children and families most affected by early learning systems. This position is well-suited for someone who is motivated by impact and interested in contributing to policy, systems, and practice that support equity and access in early learning.<br>
<br>
As a critical part of the agency mission, the Early Learning Division is committed to ensuring children, families, providers, and the early care and education workforce have the resources they need to be successful through ongoing implementation of an enduring, comprehensive and interconnected system of supports.<br>
<br>
<b>Some of what you will get to do:</b><ul><li>
Develop and conduct routine landscape analysis of the early care and education workforce; provides division leadership with summary of strengths, opportunities and needs to support resourcing this workforce.</li><li>
Support development of and enhancements to systems to support the recruitment and retention of a diverse early care and education workforce, removing barriers to entry and progression in the early care and education field.</li><li>
Provide management and coordination, including developing scopes of work for service contracts, oversight of deliverables and managing staff specialists in the following areas:<ul><li>
Workforce support including recruitment and retention strategies.</li><li>
Business supports, including facilities, technical assistance for business supports, electronic attendance and business training.</li><li>
Scholarships for early care and education professionals.</li><li>
Staff preparation, qualifications and credentialling.</li></ul></li><li>
Perform research on program and policy-related topics relevant to early care and education workforce support issues.</li><li>
Manage implementation of early care and education workforce initiatives.</li><li>
Provides expert advice and consultation to the division&rsquo;s leadership team, extended management team, and partners related to early care and education workforce supports.</li><li>
Supervise staff, which includes hiring, training, delegating, evaluating, and advising.</li><li>
Works in partnership with others in the agency and externally with local, state, and national partners.</li><li>
Facilitate cross-sector workgroups and advisory committees related to workforce supports addressing recruitment and retention needs.</li><li>
Provide legislative and fiscal analysis for workforce supports and initiatives.</li></ul><b>
Required Qualifications:</b><ul><li>
Equivalent combination of education and progressively responsible experience in managing people, policy analysis, system development and related operations in a leadership role, preferably with local, state, or federal government agencies, and knowledge of project management, and data analysis totaling eight (8) years.</li></ul><b>
OR</b><ul><li>
Bachelor&rsquo;s degree in business administration, public administration, early childhood education, program management and leadership, social services, human services, public health, or a related field AND five (5) years of progressively responsible experience in managing people, policy analysis, system development and related operations in a leadership role, preferably with local, state, or federal government agencies, and knowledge of project management, and data analysis.</li></ul><b>
OR</b><ul><li>
Master&rsquo;s degree in business administration, public administration, early childhood education, program management and leadership, social services, human services, public health, or a related field AND three (3) years of progressively responsible experience in managing people, policy analysis, system development and related operations in a leadership role, preferably with local, state, or federal government agencies, and knowledge of project management, and data analysis.</li></ul><b>
AND</b><ul><li>
The ability to take action to learn and grow.</li><li>
The ability to take action to meet the needs of others.</li></ul><b>
In addition to those required qualifications, our ideal applicant will also have some or all of the following:</b><ul><li>
Previous experience demonstrated in research, data collection and evaluation processes.</li><li>
In-depth knowledge of the early learning field and DCYF&rsquo;s involvement and responsibilities in supporting early learning professionals.</li><li>
Previously demonstrated knowledge of child care licensing program policies, early childhood education, as well as state and federal laws and regulations.</li><li>
Previously demonstrated knowledge and experience working with professional development registries and/or web-based data systems.</li></ul><b>
How do I apply?</b><br>
Complete your applicant profile and attach the following documents:<ul><li>
Letter of interest describing how you meet the specific qualifications for this position.</li><li>
Current resume detailing experience and education.</li></ul><b>
Supplemental Information:</b><br>
The Department of Children, Youth, and Families (DCYF) is committed to Washington&rsquo;s children and youth growing up safe, healthy, and thriving. We invite all candidates to join us in our mission to create a diverse and equitable workplace that reflects the communities we serve. If you are excited about this role but you believe that your education and/or experience might not align perfectly with every qualification in the job posting, we encourage you to apply anyway.<br>
<br>
The Department of Children, Youth, and Families (DCYF) is an equal opportunity employer and does not discriminate on the basis of age, sex, marital status, sexual orientation, race, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained service animal by a person with a disability.<div><br>
If you have any questions pertaining to this recruitment or if you would like to request an accommodation throughout the application/interview process, contact Veronica Jones (Talent Acquisition Specialist) atveronica.jones@dcyf.wa.gov. If you're experiencing technical difficulties creating, accessing or completing your application, call NEOGOV toll-free at (855) 524-5627 or emailsupport@neogov.com.</div><p><br>
If you have any questions pertaining to this recruitment or if you would like to request an accommodation throughout the application/interview process, contact me at<b> </b><b>steven.loduha@dcyf.wa.gov</b><b>. </b>If you're experiencing technical difficulties creating, accessing or completing your application, call NEOGOV toll-free at (855) 524-5627 or email support@neogov.com.</p><br>
Persons needing accommodation in the application process or this announcement in an alternative format may call the Telecommunications Device for the Deaf (TDD) at (360) 664-1960.<br>
<div></div>
2026-02009</div></div></div><p></p>

Workforce Supports Manager (WMS02) Olympia

Metro One LPSG

<div><p>Metro One LPSG is the U.S. leader in providing dedicated security and loss prevention services to national clients.</p>
<p>
We are a rapidly growing organization transforming the contract security industry and we need talented, committed and determined individuals to help us carry out our mission. Our environment is dynamic, committed to &ldquo;dedicated service delivery&rdquo; to our clients and a &ldquo;best in class&rdquo; employee experience for our thousands of security and LP officers.</p>
<p><b>
Workforce Planner Qualifications:</b></p>
<ul><li>Bachelor&rsquo;s Degree Preferred</li></ul>
<ul><li>4+ years of relevant experience</li></ul>
<ul><li>Experience with scheduling, forecasting, and workforce management software</li></ul>
<ul><li>Exceptional knowledge of MS Office products and familiarity with database concepts</li></ul>
<ul><li>Demonstrated analytical and problem solving skills</li></ul>
<ul><li>Must be willing to participate in the Company&rsquo;s pre-employment screening process and continuously meet any applicable state, county and municipal requirements</li></ul>
<p><b>
Workforce Planner Responsibilities:</b></p>
<ul><li>The Workforce Planner is responsible for the daily operational oversight of a workforce management team typically consisting of workforce analysts and workforce administrators. The Workforce Planner is responsible for scheduling of all personnel for designated portfolios of business; forecasting potential scheduling shortfalls, ad hoc personnel requests.</li></ul>
<ul><li>The Workforce Planner directs the work of the workforce management team to meet set service level goals</li></ul>
<ul><li>The workforce management team is primarily responsible for forecasting workloads, forecasting resources required to process workloads, scheduling resources, managing real-time adjustments to resources, and generation of reporting and analysis required to manage these processes efficiently</li></ul>
<ul><li>The Workforce Planner works with business leadership to coordinate processes to meet the operational and strategic needs of the business, to advise on potential opportunities or hazards that affect the business' ability to meet strategic goals, and to solicit feedback that influence the operations of workforce management</li></ul>
<ul><li>The Workforce Planner is responsible for directing the work of secondary responsibilities that are unique to individual business units</li></ul>
<p>
Proven communication skills: verbal, written, and interpersonal</p>
<ul><li>Proven leadership skills</li></ul>
<ul><li>Financial analysis skills</li></ul>
<ul><li>Experience with forecasting methods and concepts</li></ul>
<ul><li>Experience with real-time management techniques</li></ul>
<ul><li>Maintain operational oversight and direction of workforce management forecasting, scheduling, schedule management, real-time management, reporting, and analysis to achieve set service level goals such as adherence to schedule, schedule efficiency, utilization, occupancy, and TSF</li></ul>
<ul><li>Maintain operational oversight and direction of the workforce management team's secondary responsibilities</li></ul>
<ul><li>Working with business leadership to provide operational and strategic insight and to receive feedback for workforce management process development and refinement</li></ul>
<ul><li>Development and management of direct reports, including training, performance management, and adherence to company policy</li></ul>
<ul><li>Position reports to the Workforce Controller</li></ul>
<ul><li>Accountable for direct supervision of the work activities of others</li></ul>
<ul><li>In addition to personnel issues - including selection, termination, performance appraisal and professional development of subordinates</li></ul>
<ul><li>Travel based on the needs of the business (10% of the time or greater)</li></ul>
<p>
Metro One is an Equal Opportunity Employer committed to embrace diversity.</p></div>

Workforce Planner (Security Scheduling/Dispatch Manager)

IntouchCX

About IntouchCX
<br><br>
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
<br><br>
About the Job
<br><br>
We’re seeking a Workforce Supervisor to direct, manage, and supervise a team of Workforce Analysts and Specialists. The ideal candidate will be responsible for the team’s performance and development, and will ensure that team members are focused on the delivery of company goals and client operational expectations.
<br><br>
As Workforce Supervisor, You Will…
<br><br>
<ul>
<li>Evaluate forecasting and capacity models to give recommendations for long term staffing needs</li>
<li>Provide clear communication of the forecasted workload, changes, assumptions and inputs</li>
<li>Escalate discrepancies in data to management with recommendations for action</li>
<li>Work with business leadership to coordinate processes to meet the operational and strategic needs of the business</li>
<li>Advise on potential opportunities or hazards that affect the ability to meet strategic goals</li>
<li>Analyze proposals from WFM analysts’ related to staffing needs</li>
<li>Respond to changes in the plan in a timely and accurate manner to ensure proper staffing levels are maintained</li>
<li>Act as initial point of contact for all assigned projects on all scheduling concerns</li>
<li>Coordinate and collaborate with operations and other departments to ensure the production environment is running smoothly</li>
<li>Exercise sound judgment when identifying staffing requirements and implementing procedural changes, while ensuring compliance with company policies and procedures</li>
<li>Recommend procedural and operational guideline changes to improve communications and operational efficiency</li>
<li>Directly respond to client escalations/queries with regards to Workforce Management</li>
<li>Participate in daily and weekly meetings that requires workforce involvement</li>
<li>Perform other duties as assigned</li>
</ul>
As Workforce Supervisor, You Have…
<br><br>
<ul>
<li>A post-secondary degree in a related discipline (Computer Science, Marketing, Communications, Business)</li>
<li>Have at least 2 years of Workforce Team Lead experience in both Real Time and Planning</li>
<li>Have at least 2 years of Workforce Planning experience</li>
<li>Experience working with Aspect and Verint software (considered an asset)</li>
<li>Strong analytical, problem-solving, technical, information-management and decision-making skills</li>
<li>Demonstrated strong interpersonal and communication skills</li>
<li>Superior organizational skills and the ability to follow through</li>
<li>Ability to work in a fast-paced, hectic & changing environment</li>
<li>Ability to effectively interact with employees at all levels and people from diverse backgrounds</li>
<li>Ability to think strategically</li>
<li>Ability to plan and monitor for results</li>
</ul>


Workforce Supervisor

Wonder

<div><p><b>About Wonder</b></p><p></p><p>
Everything&rsquo;s on the menu at Wonder. Except compromise.
</p><p></p><p>Wonder is the mealtime platform built to feed every craving in one order. With Wonder, you can mix and match hundreds of dishes from 20+ exclusive restaurants in a single order, so everyone gets exactly what they&rsquo;re craving. Enjoy everything from tacos to Thai with $0 delivery fees, plus dine-in or pick up at a Wonder location near you. Each dish is made to order on-site by our culinary team and served hot.</p><p></p><p>
Behind the scenes, Wonder owns and operates every step of the dining experience, from recipe development to the technology that powers our experience, allowing us to deliver quality, variety, and consistency at scale.</p><p></p><p><i>
Join us as we work to make great food more accessible.</i></p><p></p><p><b>
About The Opportunity</b></p><p>
We are looking for a high-octane Manager, HR Technology to join our Wonder People Tech team. This isn't just a &quot;system maintenance&quot; role; it is a technical leadership position designed for a <b>Workday expert</b> who thrives in high-magnitude, high-growth environments.</p><p></p><p>
You will lead the charge in managing a complex Workday ecosystem for a rapidly scaling workforce of both hourly and salaried employees. With a history of recent acquisitions (like Grubhub) and more on the horizon, you will be the architect ensuring our people systems remain seamless, scalable, and &quot;magical&quot; during periods of intense change.</p><p></p><p><b>
The Impact You Will Make</b></p><ul><li><p><b>
Workday Mastery:</b> Lead the configuration and optimization of Workday HCM, Compensation, Benefits, Payroll, and Absence.</p></li><li><p><b>
Complex Workforce Management:</b> Own the technical workstreams for Compliance, Scheduling, and Time Tracking, ensuring the system effectively supports our diverse hourly and salaried populations.</p></li><li><p><b>
M&amp;A Integration</b>: Play a lead role in the technical integration of recent and forthcoming acquisitions, ensuring new team members are onboarded into our tech stack without friction.</p></li><li><p><b>
Stakeholder Management</b>: Act as a confident, effective partner to L1/L2 leaders and 3rd party partners, translating complex data into actionable business results.</p></li><li><p><b>
Rapid Delivery</b>: Move fast and stay organized. We expect high-magnitude output delivered on time, every time.</p></li><li><p>
Analyze user requirements to recommend and implement enhancements to increase quality and efficiency.</p></li><li><p>
Conduct end to end testing to identify and mitigate impacts prior to change being moved to production.</p></li></ul><p></p><p><b>
What You Bring to the Table</b></p><ul><li><p>
3+ years of progressive HRIS experience at high-growth companies. Your career should show a clear trajectory of increasing &quot;ownership.</p></li><li><p>
You have experience managing systems for a large-scale, blended workforce (Hourly/Salaried) and understand the unique compliance and scheduling nuances involved.</p></li><li><p>
You aren't rattled by the chaos of a merger; you enjoy the challenge of folding new organizations into a core system.</p></li><li><p>
You possess a mix of human-centric communication skills and a relentless, passionate drive to solve problems.</p></li><li><p>
You are highly organized and possess the &quot;genius with numbers&quot; required to ensure data integrity across multiple business units.</p></li></ul><p></p><p><b><i>
As a matter of company policy, Wonder does not sponsor applicants for employment visa status for this role.</i></b></p><p></p><p>
Our hybrid model requires 3 days a week in the office. That said, many team members choose to come in more often to take advantage of in-person collaboration and connection. You're welcome&mdash;and encouraged&mdash;to be in the office up to 5 days a week if it works for you.</p><p>
#LI-Hybrid</p><p></p><p>
New York: $128,000 - $135,500 per year.</p><p>
Illinois: $115,000 - $122,000 per year.</p><p></p><p>
Wonder uses geographic-specific salary structures, which means the salary offered may vary depending on where the job is located. The final salary offer will take into account various factors, such as the candidate's skills, education, training, credentials, and experience.</p><p></p><p><b>
Benefits</b></p><p></p><p>
We offer a competitive salary package including equity and 401K. Additionally, we provide multiple medical, dental, and vision plans to meet all of our employees' needs as well as many benefits and perks that are not listed.</p><p></p><p><b>
A Final Note</b></p><p></p><p>
At Wonder, we build the best teams by hiring with an objective lens &mdash; evaluating people for their potential while championing diversity, equity, and inclusion. We do not discriminate based on race, color, religion, gender identity or expression, sexual orientation, national origin, age, military service eligibility, veteran status, marital status, disability, or any other protected class. As part of our commitment to fair and compliant hiring practices, Wonder participates in the federal government's E-Verify program to confirm employment eligibility. If you need an accommodation during the interview process, please let your recruiter know.</p><p></p><p><b>
We look forward to hearing from you! We'll contact you via email or text to schedule interviews and share information about your candidacy</b>.</p></div>

Manager, HR Technology (Workday Exp Required)

Parkland Health

<div>Location: Moody Outpatient Center<br>
<br>
<b>Primary Purpose</b><br>
<br>
Under direction of the Workforce Development Director, this position serves as a primary adviser and programmatic leader to develop and implement workforce development programs and related reporting for one or more of the following: academic student placement, outreach job programs (including grant funded programs), apprenticeships, career guidance, student internships and scholarships, high school P-TECH programs, and other new Workforce Development initiatives. The PM researches and applies best practices to implement new programs and ensure alignment to strategic plan.<br>
<br>
<b>Minimum Specifications</b><br>
<br>
<b>Education</b><br>
<ul><li>
Must have a Bachelors degree in Human Resources, Adult Education, Training &amp; Development, Business Administration, or a related field.</li><li>
Prefer a Masters degree in Human Resources, Adult Education, Training &amp; Development, Business Administration, or a related field.</li></ul><br>
<b>
Experience</b><br>
<ul><li>
Must have five years of experience in design, development, delivery and evaluation of programs.</li><li>
Must have experience in adult learning design and delivery, coaching, and program management.</li><li>
Must have 2 years of experience in project management</li><li>
Prefer education or programming experience in a health care setting</li><li>
Prefer strategic planning experience.</li><li>
Prefer people management experience.</li></ul><br>
<b>
Skills or Special Abilities</b><br>
<ul><li>
Must have strong planning and organizational skills.</li><li>
Must have the ability to coach and influence others.</li><li>
Must have proven ability to lead training and program projects.</li><li>
Must have proven presentation and facilitation skills.</li><li>
Must have excellent written communication skills.</li><li>
Must demonstrate initiative and the ability to multitask and prioritize work assignments.</li><li>
Must be able to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.</li><li>
Must have knowledge of Microsoft Suite, instructional design, and project planning. program management, and financial controls.</li><li>
Must demonstrate ability to work as a team member and develop strong relationships with internal and external stakeholders, leaders at all levels, and community partners. Must have experience presenting program plans and results to leaders at the Director level and above.</li></ul><br>
<b>
Responsibilities</b><br>
<ul><li>
Partners with Internal and external groups to identify opportunities for developing workforce pipeline and growing internal talent.</li><li>
Partners with management, supervisors and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies.</li><li>
Evaluates workforce programs to monitor and analyze effectiveness, completion rates, and areas of opportunity and update program curriculum as needed.</li><li>
Formulates curricula and determines instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings and workshops.</li><li>
Maintains relationships with grant funders/Parkland Foundation, community and education partners to ensure programs are operated within appropriate parameters.</li><li>
Determines and tracks success measures for programs; provides status updates monthly. .</li><li>
Reports on progress of leaders during training periods.</li><li>
Assists employees with problems concerning how to perform specific tasks related to their position.</li><li>
Assists leadership in the development of relationships with the community for the implementation of new program initiatives and helps maintain current relationships by maintaining and supporting communications, attending meetings and/or participating in offsite activities.</li><li>
Assists leadership in the implementation of tasks as assigned as they relate to the overall goals of the department.</li><li>
Formulates program framework, curricula and the design of workforce development, academic and community programs.</li><li>
Evaluates processes and policies and leads the plan to improve them for effectiveness, efficiency, clarity of message and operational impact.</li><li>
Researches and implements purposeful innovation solutions that improve results, save costs and create a best-in-class Workforce Development portfolio.</li></ul><br>
<b>
Job Accountabilities</b><br>
<ul><li>
Identifies ways to improve work processes and improve customer satisfaction. Makes recommendations to supervisor, implements, and monitors results as appropriate in support of the overall goals of the department and Parkland.</li><li>
Stays abreast of the latest developments, advancements, and trends in the field by attending seminars/workshops, reading professional journals, actively participating in professional organizations, and/or maintaining certification or licensure. Integrates knowledge gained into current work practices.</li><li>
Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the area. Develops effective internal controls designed to promote adherence with applicable laws, accreditation agency requirements, and federal, state, and private health plans. Seeks advice and guidance as needed to ensure proper understanding.</li></ul><br>
<b>
Requisition ID:</b> 986588</div>

Workforce Development Program Manager

TDS Telecom

<div>Overview:
<div>
At TDS, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact?</div><div></div><div><b><br>
Location:</b> Remote</div><div>
Work Schedule: Mon-Fri 6am-10pm CST, Sat/Sun 7:30-7:00 CST (up to 10-hour shifts)</div><div></div><div><b><br>
Expected Start Date:</b> April 2026</div><div></div><div><br>
As an <b>Advisor - Field Services Workforce Management</b>, you will be responsible for field scheduling management roles and functions as well as Field Service trouble ticket and service order reschedules and completions. This includes associated work needed to update and maintain accurate customer billing and facilities systems information. Accuracy in this role has an impact on external customers and internal teams including Field Services, Sales, and APC.</div><div></div><div><br>
Click scheduling roles and functions include, but are not limited to, the following:</div><ul><li>
Managing technician calls for assistance on work orders.</li><li>
Timely and accurately dispatching pending orders per established protocols and procedures.</li><li>
Reviewing and updating orders daily to ensure proper appointment date and time, order status, job code, and other identified order quality criteria.</li><li>
Prompt handling of Open, Incomplete or Rejected orders.</li><li>
Creating Assist Orders as directed by Field Services.</li><li>
Creating manual orders as needed for dispatching and completion of work.</li><li>
Responding to inquiries (from Field Services and other teams) related to order assignments and status.</li><li>
Completing orders as necessary when the Field Service Technician (FST) Mobile Application is out of area or non-functioning and/or to complete work performed by a non-Mobile Application user (such as contractors, etc.).</li></ul><div>
Order and Trouble management include, but are not limited to, the following for Field Service assigned work:</div><ul><li>
Acting as first point of contact for Field Services to review and investigate order and ticket content escalations.</li><li>
Providing information and direction to Field Services and other departments (Sales, APC, COAST, etc.) as requested. Apply advanced knowledge of Dispatching System, Billing, Provisioning, and Ticketing workflows and processes, in addition to the ability to navigate facility-based systems and interpret data to diagnose and provide direction, as needed. This work often requires oral and written communications to multiple departments.</li><li>
Utilizing address qualification systems and tools, this position is accountable for interpreting and accurately assessing Data and/or IPTV product availability by address.</li><li>
Identifying system malfunctions and design flaws and notify support teams to take corrective action. This position must understand order provisioning and tasks and their impact on downstream teams.</li><li>
Creating tickets as requested by Field Services or other approved entities (state locate agencies, Sales, etc.) to facilitate dispatching and completion of work, including cable locates, DSL and IPTV pre-qualifications, and other order support functions.</li><li>
Rescheduling service orders and trouble tickets via appointment reservation system including interactions with customers as needed.</li><li>
Ensuring accurate and timely handling and completion of provisioning tasks and queue responsibilities.</li><li>
Ensuring accurate and timely completion of billing and provisioning tasks following completion of Field Service dispatched orders; update sales orders for changes as needed.</li><li>
Promptly and accurately ensuring internal systems are updated with correct facilities information as provided by the FST during completion or other contacts. This includes follow-up as needed with other departments to resolve conflicts in system information and the ability to apply identified updates to records to ensure accuracy and appropriate results.</li><li>
Promptly and accurately applying additional billing and/or billing changes communicated by the FST.</li><li>
Providing assistance on service orders, dispatches, and trouble tickets as requested.</li><li>
Assisting other teams and departments with inquiries and approved projects and tasks as approved by management.</li></ul><div>
In this role, you must have the ability to navigate, understand and resolve issues using a multitude of applications including Dispatching Software, Appointment Reservation System, CRM, Billing, Provisioning, Sales Order System, Facilities System, Ticketing System, Email/Incident Management System, and the Service Address Tools.</div>
Responsibilities:
<ul><li>Schedule and complete service order and trouble tickets. This includes:</li><li>
Management of order scheduling and related tasks while fielding support calls from technicians.</li><li>
Completion of Dispatching orders, Sales service orders, Facility service orders, Provisioning tasks, manual pre-quals, and UTS Trouble Tickets.</li><li>
Rescheduling of Field Service orders and trouble tickets.</li><li>
Update and maintain accurate billing, company records and systems including entry of additional billing charge or changes as indicated by FST.</li><li>
Create tickets for dispatching of work (cable locates, pre-quals, etc.) to Field Services.</li><li>
Investigate overdue orders assigned to Field Services for completion.</li><li>
Keep abreast of technical developments and the skills needed to assume expanded job responsibilities in the sophisticated telecommunication service offerings. Maintain knowledge of relevant TDS products and services.</li><li>
Contribute to overall process improvement by providing feedback to management and recommended solutions.</li></ul>
Qualifications:
<div><b>
Required Qualifications</b></div><ul><li>
2+ years customer service experience. Customer Service experience can include any combination of customer service experience, scheduling experience, and/or dispatching.</li><li>
Must follow the TDS attendance guidelines to meet our customers&rsquo; needs.</li></ul><div><b>
Other Qualifications</b></div><ul><li>
Experience with Dispatching, Billing, Ticketing, Provisioning, and CRM systems including Salesforce, Click Schedule, CSG, Workforce Express, SABRE, DESI, Metasolv, MARTENS, UTS, and Siebel</li><li>
Ability to work mandatory overtime during peak times and the ability to work overtime on weekend rotations.</li><li>
Ability to accurately record and interpret data.</li><li>
Associates degree (or higher) in telecommunications field is preferred.</li><li>
Prior telecommunications experience and an understanding of the telecommunications industry, products, services, terminology and facilities.</li><li>
Excellent interpersonal communication skills (i.e. verbal, written, listening).</li><li>
Software knowledge and skills in business and Office applications such as Windows Suite.</li><li>
Decision-Making and Self-Management:<ul><li>
Skills in troubleshooting and solving problems.</li><li>
Excellent organizational and time management skills. Ability to manage individual workload while meeting team goals and business needs of the company.</li><li>
Proven aptitude to work well on a team or independently with minimal supervision.</li><li>
Desire and ability to work and make timely decisions in a rapidly changing and uncertain environment.</li></ul></li><li>
Attitude:<ul><li>
Positive outlook in challenging situations and the ability to present concerns in a constructive way.</li><li>
Ability to promote strong team morale and spirit.</li><li>
Desire to help others adapt to change.</li><li>
Ability to champion process improvement.</li><li>
Desire and ability to lead by example - self-motivated.</li></ul></li></ul><div></div><div><br>
Do you meet all of the Required Qualifications, but aren't sure if your experience meets the Other Qualifications? We encourage you to apply! Research shows that some candidates may not apply for jobs unless they feel they meet 100% of the qualifications, when, in fact, they have the skills and experience to be successful in the role! Experience and skills come in many different forms and may not always look identical to what we have on paper, but still lead to success in the role. If you meet the Required Qualifications and believe you have what it takes to be successful in the position, apply today!</div><div></div><div><b><br>
Benefits</b></div><div>
Associates scheduled to work 20 or more hours per week have access to medical, dental, vision, life insurance, a 401(k) plan, and paid time off benefits such as vacation (15 days accrued per year for full-time; pro-rated for part-time associates working between 20-39 hours), sick leave (10 days accrued per year for full-time and pro-rated for all other associates), seven paid national holidays and one floating holiday, paid parental leave (2 weeks after 12 months of employment), among others. Short Term Disability and Long Term Disability coverage is also available for associates working 30 or more hours per week and Education Assistance is available to full-time associates. Associates scheduled to work under twenty hours per week or for a limited term (i.e. interns) are eligible for medical coverage, the 401(k) plan (if 18 or older), as well as sick leave (10 days accrued per year for full-time and pro-rated for all other associates).</div><div></div><div><b><br>
Who is TDS Telecom?</b></div><div>
TDS Telecom provides high-speed internet, TV entertainment, and phone services to a diverse range of communities, including small to mid-sized urban, suburban, and rural areas across the U.S. With over 50 years of experience, TDS is committed to building and expanding fiber optic networks that bring cutting-edge connectivity to neighborhoods nationwide. Serving over 1 million connections, our mission is to create a better world by delivering innovative communication solutions that enhance the way people live, work, and connect. Visit tdstelecom.com to learn more!</div><div></div><div><br>
At TDS, we are committed to Equal Employment Opportunity (EEO) and value the difference of backgrounds, experiences and perspectives in our workforce. We consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.</div><div></div><div><br>
The pay range listed for this position represents the low and high end of the base compensation range. The actual offer amount will carefully consider multiple factors, such as relevant skills, qualifications, work experience, location and/or competencies that align with the specified role. Certain positions are eligible for additional forms of compensation such as bonuses and equity awards.</div>
Pay Range (Hr./Yr.): $15.97/Hr. - $23.95/Hr.</div>

Advisor - Field Services Workforce Management

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