Manager Jobs in Chicopee, MA (NOW HIRING)

Become a key driver of operational excellence across WM's Enterprise Logistics Centers. As a Workforce Manager, you'll ensure the right people are in the right place at the right time - powering service reliability, productivity, and customer experience. This role blends analytics, scheduling strategy, realtime decisionmaking, and crossfunctional partnership to keep logistics operations running smoothly.

You'll manage staffing models, agent skilling, hierarchy accuracy, and schedule optimization while collaborating closely with Logistics Center leadership, Operations, IT, and Workforce Management teams. If you thrive in a fastmoving environment, enjoy solving complex staffing challenges, and excel at turning data into actionable operational decisions, this role gives you the opportunity to make a measurable impact across WM.

A great fit for candidates who bring strong analytical skills, workforce management expertise, and a passion for improving processes that support frontline success.

I. Job Summary
Responsible for supporting the daily operations of the Enterprise Logistics Centers. The Logistics Workforce Manager ensures appropriate staff availability and accuracy of key tools used to meet service requirements for internal and external customers. Responsible for managing and executing key processes and generating analysis used by all Enterprise Logistics Centers to meet service standards while improving staff and customer results. Works directly with Logistics Centers leadership staff and agents to meet standards through efficient generation of and adjustments to agent schedules including training, meeting, huddles and coaching, hierarchy, auditing and oversite of skilling accuracy, logistics centers tool administration, and production incident management (business continuity) to avoid/minimize system and other downtime events. Manage the real time management team who will oversee skill management including monitor, audit and make necessary movement of Logistic Dispatchers and Routers as needed to meet the business need. Other responsibilities include system access troubleshooting, system administration accuracy and point of contact for equipment management and replacement. Additional responsibilities may be outlined at a further date. 
II. Essential Duties and Responsibilities
 

• Assesses problems, identifies root cause and acts with urgency using sound judgement to mitigate and resolve
• customer impacts and Logistics Center staff productivity, driving resolutions which prevent future occurrence.
• Communicates effectively with Enterprise Logistics Center Leadership Team and influences partners (IT and other departments).
• Analyzes data and business processes to identify opportunities and recommend solutions.
• Documents business requirements, recommends and develops solutions (processes, inspection routines and tools) to improve productivity and effectiveness across logistics centers
• Creates new and adjusted staff schedules (shift start/end times, lunches, breaks, etc.) based upon analysis of driver interaction patterns and key metrics for every Area and supported LOB to ensure all Logistics Centers meet Enterprise, Area and Site performance standards.
• Sets up and maintains agent profiles, hierarchy assignments, administrative settings and access for critical logistics center applications (i.e.: FUZE, Teams, OCSD, Resource Center, MAS, Alert Center etc.)
• Leads collaborative discussions and initiatives with key stakeholders (i.e.: Logistics Center Leadership,
• Workforce Management team, Logistics Analysts, and IT Support) to resolve issues and improve processes and practices related to WFM across the enterprise.
• Performs user acceptance testing, post-production validation testing and Level 1 troubleshooting/issue
• resolution for core technology solutions used by all Logistics centers
• Owns and executes audit processes (review and remediation of hierarchy, skill and LOB/Area assignments, huddles, etc.) for all agents across the Enterprise Logistics Centers.

III. Qualifications 
A. Required Qualifications 
 

• Bachelor's Degree (accredited), in Customer Service, Call Center or similar area of study
• High School Diploma or GED (accredited) and four years of relevant experience
• 5 years of direct Workforce Management and call center

B. Preferred Qualifications 
IV. Physical Requirements
Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
Combination: This job operates in a mix between an office environment and plant/field environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.
 

PAY: The expected base pay range for this position across the U.S. is $106,370 - 138,160. 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.

V. Benefits 
At WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. 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.

WM (WM.com) is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of postconsumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gastoelectricity plants in North America. WM's fleet includes more than 12,000 natural gas trucks - the largest heavyduty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company's sustainability progress and solutions, visit Sustainability.WM.com.

Equal Employment Opportunity

For United States:  WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

For Canada:  WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.

Real ID

In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSAapproved alternative.