[Hiring] Workload Allocation Coordinator @LMI

Role Description

LMI is seeking a Workload Allocation Coordinator to support Product Acceptance & Support (PAS) contact center operations for the United States Postal Service (USPS). This role will support PAS leadership by managing workload allocation and tracking processes, monitoring operational metrics, and helping balance work across multiple PAS-supported contact centers.

• PAS supports more than eight employee and customer contact centers, including SHIPT, APV, PostalOne, FAST, Informed Delivery, BME, and Mailpiece Design.
• These contact centers provide Tier 0 through Tier 3 support and are staffed by approximately 250 to 300 agents.
• PAS operations rely on a common technology stack that includes Genesys Cloud, Salesforce, and ServiceNow, with AIVA deployed in several operations to support Tier 0 inquiries.
• The Workload Allocation Coordinator will help maintain and optimize the workload allocation and tracking process.
• Support workload forecasting and real-time distribution decisions.
• Monitor performance and workload trends.
• Provide reporting and analysis to improve resource utilization across PAS operations.
• This position is ideal for a proactive, detail-oriented professional who is comfortable working in a fast-paced operational environment and coordinating across multiple stakeholders.
• Remote work is acceptable, with flexibility to work onsite based on client request.

Qualifications

• Bachelor’s degree.
• Minimum 3 years of experience supporting operations, workforce coordination, business analysis, contact center operations, or workload management activities.
• Experience collecting, organizing, and analyzing operational data to support management decision-making.
• Strong proficiency with Microsoft Office Suite, especially Excel and PowerPoint, and experience with collaboration/document tools such as SharePoint and MS Teams.
• Strong written and verbal communication skills, with the ability to communicate clearly with leadership and operational stakeholders.
• Ability to manage multiple priorities in a fast-paced, cross-functional environment.
• Strong attention to detail, organization, and problem-solving skills.
• Ability to work collaboratively with client leadership, managers, and team members in support of mission outcomes.
• U.S. citizenship required.

Requirements

• Experience supporting federal contact center, customer support, or shared services operations.
• Experience supporting USPS programs, customer operations, or modernization initiatives.
• Familiarity with workforce allocation, queue management, operational reporting, or performance tracking in a contact center environment.
• Experience working with contact center and case management platforms such as Genesys Cloud, Salesforce, and ServiceNow.
• Experience developing dashboards, workload reports, and performance summaries for leadership review.
• Knowledge of large-scale government transformation or operational support environments.

Benefits

• Ability to obtain security clearance/background investigation: Public Trust.
• Remote work is acceptable, with onsite support as requested by the client.
• Target salary range: $75,000 - $95,000. Final compensation will be determined by a variety of factors including but not limited to your skills, experience, education, and/or certifications.
• The salary range displayed represents the typical salary range for this position and is not a guarantee of compensation.
• Individual salaries are determined by various factors including, but not limited to location, internal equity, business considerations, client contract requirements, and candidate qualifications, such as education, experience, skills, and security clearances.

Job Locations

• US-Remote