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 oper