Manager - Workforce Management (Mid-Atlantic)

Lumos is looking for a Manager – Workforce Management to join our team! The ideal candidate must be a dynamic Workforce Manager experienced with Salesforce, who’s excited for a fast-paced environment, ready to help us grow, and ready to pave the path for the future. The Manager – Workforce Management provides leadership within the Field Service Dispatch organization, is responsible for optimizing workforce processes, and effectively aligns the team with the company’s goals. This position plays a crucial role in managing field service staffing levels, forecasting demand, and enhancing overall operational efficiency. Familiarity with Salesforce is a must, as it will be integral to our workforce management efforts.    The Manager – Workforce Management brings technical leadership, relationship building, and analysis skills to oversee resource capacity needs and interval mapping of technicians throughout the specified Lumos market. This critical position collaborates closely with field operations and sales to ensure the right field resources are in the right place at the right time, while collaborating with construction & engineering teams to navigate any roadblocks to service delivery. The Manager – Workforce Management must be forward thinking and possess the ability to collaborate effectively to develop and implement workforce strategies that support operational excellence, achieve Key Performance Indicator (KPI) metrics, and maintain exceptional Net Promoter Score (NPS) results.   *** This is a fully remote opportunity for candidates currently residing in our Mid-Atlantic Markets, with quarterly travel required to worksites throughout Virginia, North Carolina, and South Carolina (up to a week at a time).***   Company Summary   Lumos provides 100% Fiber-Optic Internet access to more than 375,000 homes and businesses in Virginia, North Carolina, and South Carolina and has recently announced expansion into Ohio and Kentucky.   We believe that the possibilities of tomorrow can’t be built on the infrastructure of yesterday. That’s why we’re building a 100% Fiber Optic network from the ground up for families, businesses, and communities, backed by local, expert customer service. An Internet built for that most hopeful of all things – the future. Because whatever the future holds, Lumos makes it faster.   Our Mission and Values   At Lumos, we are driven by our commitment to a brighter tomorrow. We take pride in being the first to deliver 100% Fiber Optic Internet for families, small businesses, and communities. We know the possibilities of tomorrow can’t be built on the infrastructure of yesterday. And when we deliver uninterrupted Internet and limitless capacity, we create new opportunities for everyone.   We believe that the past is over, and the future is fast. That’s why we are who we are: the disruptors of the status quo. Guided by our purpose and startup mindset, we step up, move first, and adapt as we go. Here, there’s no hierarchy, only hustle.   We are all servant leaders, confident in our purpose and humble enough to pay close attention to the details. We all have the power to help solve problems and find solutions for our customers and teammates - and we do - by putting people first and doing whatever it takes to build loyalty with our customers and within our team.   We’re passionate about our customers’ experience. Their futures don’t stand still, and neither do ours. We’ll never stop reinventing ourselves to meet our customers’ evolving needs - because we know that our work, delivering 100% fiber optic internet, truly changes people’s lives.   Essential Functions   Leadership & Management: Lead and mentor the workforce team, with the ability to motivate and inspire. Collaborate with the Director - Workforce Management and teams to analyze workforce data using Salesforce to identify trends, challenges, and opportunities. Evaluate employee work performance; identify appropriate training and counseling opportunities when needed in partnership with leadership and hr team. Maximize team productivity, morale, and retention through empowerment techniques, teambuilding, and maintaining strong relationships with support teams. Demonstrate leadership and vision managing people, major projects, and initiatives. Foster a culture of continuous improvement and operational excellence.   Technician Scheduling & Logistics:   Ensure all technicians across multiple states have assigned work schedules that align with business needs, key objectives, and customer demand. Work closely with sales teams and field teams to coordinate the availability of technicians for door-to-door sales and installations. Manage the dynamic reallocation of tasks between technicians to optimize efficiency and service delivery. Oversee logistics to ensure the timely and efficient deployment of technicians to various locations, including fleet dispatch software and solutions.   Reporting & Forecasting:   Maintain accurate forecasting reports to anticipate workforce needs and operational demands. Generate regular reports on scheduling efficiency, technician utilization, and other key metrics for leadership review. Utilize data-driven insights to inform strategic decisions and operational improvements.   Cross-Departmental Collaboration:   Facilitate communication between departments to streamline processes and enhance service delivery. Build strong cross-functional partnerships within the company to support direct and indirect objectives and results. Assess the impact that new initiatives, market fluctuations, and business trends have on the workforce management strategy and deliver supporting analytics to leadership. Performs other duties as assigned, including departmental and cross-functional projects.   Knowledge, Skills, and Abilities Required                                                                                                                                Exceptional verbal and written communication skills. Expert presentation, interpersonal, and relationship-building skills. Proven ability to communicate effectively with leadership and a wide variety of stakeholders. Demonstrated success utilizing MS Office including Excel for reporting and data analysis, as well as data visualization platforms like Power BI and Tableau. Strong background utilizing Salesforce to manage workforce resources; solid experience with Field Service Lightning preferred.     Other Experience & Requirements   Minimum of five (5) years relevant work experience in field service scheduling and logistics Previous supervisory experience in leading remote teams within a telecom environment.   Experience delivering service directly to residential customers. Excellent verbal and written communication skills. Fiber or Telecom industry experience required.   Benefits & Perks   Our commitment to communities includes recruiting and rewarding the Lumos team members who are working together to build a brighter tomorrow.   We have: Comprehensive health, dental, and vision coverage. Competitive compensation packages, including bonus options for eligible positions. Paid Time Off and 12 Paid Holidays / Personal Days. Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs). 100% employer-paid life and disability insurance. Employee Assistance Program (EAP) with access to professional support for life’s challenges. 401K plan w/ up to 5% employer contribution and a self-directed brokerage option. Wellness program offering education and cash incentives for gym attendance and nutrition programs. Employee referral bonuses. Discounts on Lumos Fiber Internet for employees who live in our service areas.   At Lumos we recruit, hire, employ, train, promote, and compensate individuals based on job-related qualifications and abilities. We have a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination, including harassment, because of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We will provide reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws.