- Bachelor's Degree in Business, Operations Management, or a related field Preferred
- Experience Qualifications
- 4-6 years Proven experience in workforce and capacity management Required
- 1-3 years Leadership experience Required
- Knowledge of customer service and administrative protocols
- Ability to provide world-class customer service
- Ability to lead within a fast-paced, high-volume operation
- Proven experience developing high performing teams that deliver extraordinary results
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Workforce & Capacity Manager - Aurora, United States - Safelite Group, Inc.
Description
Does this position interest you? You should apply - even if you don't match every single requirement We're known as an auto glass company. That's the focus of what we do. But beyond the glass, we're so much more. We'll help you build a fulfilling career and encourage you to have a life. Let us be the best place you'll ever work.A Brief Overview
The Workforce & Capacity Manager is a strategic leadership position responsible for overseeing and optimizing the workforce and capacity planning functions within our field organization. This role involves leading a diverse and high performing team, including Capacity Planners and Dispatchers. The incumbent will play a critical role in ensuring the efficient allocation of resources, Capacity Planning/Execution, and achieving KPI objectives.
What you will do
1. Leadership and Team Management:
•Provide visionary leadership to a diverse team, fostering a culture of collaboration, accountability, and continuous improvement.
•Partnership with District Manager on Capacity/Scheduling strategies
•Execute objectives, conduct performance evaluations, and facilitate career development for team members.
•Promote a positive work environment that encourages innovation and problem-solving.
2. Workforce Optimization:
•Implement workforce optimization strategies including- Scheduling and Resource Allocation to meet business goals, across the zone.
•Ensuring routing of right technician, to the right job, for most efficient and productive route.
•Collaborate with District Managers to align field operations with staffing requirements and demand fluctuations.
•Monitor and analyze workforce metrics to identify trends and areas for improvement.
•Maintain Visibility into performance of district KPI's such as D.O.W, Opti-Fit, Replacement Volume, Job Completion and Technician Turnover.
3. Capacity Planning:
•Oversee the planning and allocation of resources, including equipment, facilities, and personnel, to meet operational demands.
•Capacity Optimization Standards which include Schedule Planning, Capacity Accuracy and Distributed 6-day work force allocation.
•Work closely with the Workforce & Capacity Leads/Dispatchers to optimize field service operations and ensure timely customer support.
•Develop and maintain a capacity planning framework that aligns with organizational objectives.
•Partner on district growth levers such as, new locations, zip code management and recalibration flags.
•The incumbent will be responsible for fostering a sense of urgency within the team to maximize capacity levers, including the utilization of 'road warriors'. This involves identifying potential areas for capacity enhancement, developing strategies to tap into these opportunities, and driving the team to execute these strategies swiftly and efficiently.
4. Strategic Planning:
•Collaborate with Director of Workforce/Capacity Leadership, District Managers and Operations Team to develop short-term workforce and capacity management strategies aligned with the company's growth objectives.
•Provide recommendations and insights to support strategic decision-making at Store/Region level.
5. Budget Management:
•Manage the regional budget, ensuring cost-effective workforce and capacity management solutions.
•Identify opportunities for cost savings while maintaining service quality.
6. Stakeholder Engagement:
•Collaborate with cross-functional teams, including Fleet, Supply Chain, and Operations, Recalibration Managers to align workforce strategies with overall business goals.
•Align with RSQM on Training Time & Capacity through Tech tenure.
•Communicate workforce performance metrics and insights to executive leadership.
7. Performs other duties as assigned
8. Complies with all policies and standards
Education Qualifications
#LI-MS1
Base Pay Range Min - Max (in $USD):
$82, $124,300.00
Internal Associates: Already a member of the Safelite team? Apply through your Workday account by searching 'Find Open Jobs'.
Diversity: Safelite welcomes everyone. We value our diverse workforce and suppliers, and we're proud to be an equal opportunity employer. Learn more at
Benefit amounts are estimates only. Actual values will depend on benefit elections during enrollment.
This position description is not all inclusive for every aspect of this role. Reasonable accommodation will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job's essential duties because of an ADA disability. Other qualifications may be required to ensure employment eligibility in accordance with local laws and regulations and with Safelite Group, Inc. policies and practices.
