Manager, Capacity Planning and WFM (Call Center)
THE ROLE: Manager, Capacity Planning and WFM (Call Center)
We’re looking for…
Rue Gilt Groupe is looking for a highly collaborative, innovative, data-driven Manager to lead our Workforce Management team. The Workforce Management team is focused on Call Center Operations - we surface insights that drive productivity and performance across the organization. In this role, you will be responsible for creating and updating a forecast for volume across three channels, meeting service objectives, and initiating proactive and appropriate action around opportunities in staffing, planning, and command functions through a real-time lens. You will ensure that communication, and team engagement are priorities. Exceptional decision making and initiation skills are essential. You will be guiding Real Time Coordinator priorities and development, understanding the ‘who, what, and whys’ of our business. Working cross-functionally is fundamental as you support the team digging into trends, and surface opportunities that create impact and value. To succeed in this role, you must be innately curious, deeply analytical, highly driven and a strong communicator.
What You’ll Do:
Workforce Optimization
- Responsible for scheduling and forecasting, creating, and updating capacity plan
- Analyzes and evaluates workforce metrics to improve resource efficiency maximizing labor utilization rates
- Collaborates to proactively meet SLA’s based on contact volumes, handle times, and staffing requirements
- Acts as a subject matter expert in WFM driving a rigorously analytical approach to digesting and communicating performance trends
- Demonstrates critical thinking skills while considering the big pictures and impact on results
Teamwork
- Successful in a team environment creating effective relationships with business stakeholders
- Resolves team conflict and executes strategies to meet team performance expectations
- Responsible for career development for direct reports
- Understands team impact on other business operations and influences results
- Partners with Operations leaders to ensure optimization of WFM plan
- Shares accountability when delegating
- Ensures staff have the skills and resources to get things done successfully
- Drives proactive communication, analysis, and data engagement; making recommendations to improve results
Leadership & Partnership
- Leads a team of WFM Coordinators
- Acts as knowledge leader assisting to create synergy between short term planning and command efforts
- Collaborates to ensure the plan is met and that command center is well positioned to provide WFM guidance to operations team
- Partners with departments that cross-functionally influence Customer Service
- Proactively communicates deficiencies and plans to resolve
About You:
At Rue Gilt Groupe, diversity enriches our passion, collaboration, kindness and innovation. We’re committed to fostering an inclusive environment where every Associate is empowered to learn, grow and bring their full self to work. Even if you don't check off every qualification in the job description, that's okay. We encourage you to apply to any role that excites you and sparks delight! We can't wait to learn more about you.
- Bachelor’s Degree preferred
- 5+ years’ experience or equivalent relevant industry and technological experience in workforce management
- 3+ years of team leadership experience required
- Excellent Excel skills and data analysis acumen
- Able to draw accurate conclusions from raw data, and provide suggestions to address gaps
- Continuous improvement mindset including the ability to skillfully manage change
- Demonstrates professionalism, tact, and a strong sense of urgency
- Able to independently problem solve, plan and organize resources; calculated decision-maker
- Exercises initiative; highly self-motivated and driven by a fast-paced environment
- Ability to network, and build effective relationships across organizations collaborating with senior leaders on key initiatives
Expected Base Salary Range: $80,000 - $110,000
Rue Gilt Groupe is committed to providing Associates with equal pay for equal work and carefully considers a wide range of compensation factors, including but not limited to, prior experience, education, certification(s), license(s), skills and expertise, location, internal equity, and other factors that are job related and consistent with business need. Our goal is to support, reward and compensate the entire individual. Depending on role eligibility, your offer may also include bonus/commission, stock options, 401(k) participation, paid time off, medical, dental, vision and basic life insurance. Therefore, final offer amounts may vary from the amount stated.
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ABOUT US:
Rue Gilt Groupe is a leading off-price e-commerce portfolio company, connecting the next-generation shopper to world-class brands. We’ve defined the online treasure hunt through our daily sale events allowing a large, loyal member base to discover over 5,000 premium and luxury brands at prices up to 70% off full-price retail.
Rue Gilt Groupe operates three complementary sites – Rue La La, Gilt, and Shop Premium Outlets.
Our vision at RGG is to spark delight through daily discovery – we make shopping an occasion to celebrate. At the forefront of fashion and technology, we’re also in the business of sparking delight for our Associates. We inspire each other, our Members, and ourselves to push past the expected – every day. Our culture is rooted in our values and together we work to demonstrate being Kind, Passionate, Collaborative, Innovative, Tenacious and Empowered.
