General Logistics Systems US, Inc.
  • Rancho Cordova, CA, USA
  • Full Time

About GLS:

General Logistics Systems (GLS) is an established provider of time-critical package and freight shipping solutions that has been operating in more than 40 countries across Europe for over 30 years, generating annual revenue totaling well above $4 billion.

We've taken our unique but proven business model stateside, where we intend to shake up the market with a truly combined express parcel, premier less-than-truckload (LTL), dedicated and freight brokerage offering that's faster and more flexible than our competitors'. Our company is currently hiring for a WORKFORCE MANAGEMENT SPECIALIST to assist in our growth!

We passionately believe that our success depends on our customers' success, which informs the 'why' and 'how' of everything we do. At this pivotal stage in our growth journey, we are looking for like-minded individuals to help us build a new kind of logistics that makes customers' lives easier and plays an active role in their achievements. Does this sound like you? If so, please apply to join GLS-US and keep an eye out for future openings as we expand!

Position Summary

The Workforce Management Specialist (WMS) reports directly to the Customer Service Manager. This position is critical to delivering the highest levels of customer experience within each customer interaction. The WMS has a broad role within the Customer Service organization for planning, monitoring and developing programs to advance the call center associates skills.

We are relentless in our pursuit to create a world class experience to every customer. Are you ready to join an exciting and growing organization with competitive rates, health and 401k benefits?

Responsibilities & Duties

  • Work withTalkDesk phone software to manage call flow efficiencies
  • Assist with Calabrio technology implemenation
  • Work with Calabrio software to manage scheduling based on forecasted volumes, ensure representative schedule adherence
  • Manage real - time inbound call traffic to help ensure that service levels are met
  • Develop agent/leadership dashboards to monitor performance
  • Produce reports according to deadlines
  • Ensure sufficient time is planned to support the business needs through training, individual representative development, team meetings, etc.
  • Ensure the accuracy and timeliness of data by working: time-off, schedule change, and other request types
  • Develops strong working relationships with other groups within the organization to ensure efficient and effective problem solving and issue resolution
  • Analyze historical trends of contact distribution, AHT, contacts per hour, agent productivity, etc.
  • Perform on-going analysis including tracking and analyzing performance by individual and by team and reporting actual performance to standards; analyze performance trends and impact on goal achievements
  • Communicate with management to aid in resolutions to issues affecting Contact Center personnel relating to staffing or scheduling
  • Regular and predictable attendance is required
  • Performs other job related duties as assigned

Qualifications Needed:

  • Exceptional verbal and written professional communication skills
  • Advanced level of experience with Microsoft Excel
  • Excellent time management skills
  • Some college required
  • One (1) to three (3) years of related experience required
  • Proficient in TalkDesk and Calabrio applications
  • Superior demonstrated interpersonal skills to communicate effectively and motivate others.
  • Excellent skills in organization, prioritization, time management and handling multiple tasks
  • High level of commitment, initiative, vision and enthusiasm
  • Decision-making, problem resolution and creative thinking skills
  • Must be authorized to work in the United States

Benefits for Full-Time Employees

  • 401K with employee matching
  • Healthcare benefits
  • PTO/Sick Leave
  • Direct Deposit

To Apply

Please email your resume and cover letter to

EEO Commitment:

GSO, a GLS Company, is an Equal Employment Opportunity (EEO) employer and is committed to a diverse workforce. We welcome all qualified applicants to apply to at GSO and we strive to select the best qualified applicant for each position in our organization. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law. GSO complies with all laws and regulations relating to employment discrimination, and are always committed to doing what's right.

General Logistics Systems US, Inc.
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