[Hiring] Workload Allocation Coordinator @Logistics Management Institute

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
• 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
• ServiceNow
• 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, and 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.

Responsibilities

• Manage, maintain, and improve the workload allocation and tracking process for PAS-supported contact center operations.
• Support the PAS Director and PAS leadership with workload forecasting, real-time allocation, and workload balancing across supported contact centers.
• Monitor workload volumes, queue activity, staffing utilization, and related operational metrics to identify trends and support effective resource allocation.
• Develop reports, dashboards, summaries, and other decision-support materials to provide visibility into workload performance and resource utilization.
• Analyze workload data from multiple sources and provide actionable recommendations to improve operational efficiency, responsiveness, and balance across contact center operations.
• Coordinate with PAS leadership, contact center managers, and operational leads to support equitable and effective workload distribution.
• Track workload issues, improvement opportunities, and follow-up actions to support continuous improvement in workload management practices.
• Support recurring and ad hoc meetings by preparing agendas, capturing notes, and tracking actions related to workload coordination and operational planning.
• Maintain workload-related documentation, process materials, and reporting records in an organized and accessible manner.
• Perform quality control checks on workload data, reports, and tracking artifacts to promote accuracy and consistency.

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.

Preferred

• 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.

Additional Information

• 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 - $110,000. 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.