Manages the daily scheduling and operational efficiency of the call centers from a workforce management perspective. Drive Service Level goal achievement and optimal interval staffing levels by leveraging systemic tools, efficient management of Optimization team processes and procedures and scheduling flexibility while meeting budgetary goals. Creates, maintains and publish actionable data that drives efficiency improvements for the call center as well as long range forecasting accuracy.
ACCOUNTABILITIES:
DEVELOPS HIGH PERFORMING TEAMS:

• Leads and manages direct reports, systems and projects to achieve business unit goals in accordance with Company policies and practices
• Provides leadership by exhibiting influence and expertise, thus affecting the results of the operating area
• Creates an effective work environment by developing a common vision, setting clear objectives, expecting teamwork, recognizing outstanding performance and maintaining open communications
• Develops staff through coaching, providing performance feedback, providing effective performance assessments and establishing

IMPROVES PROCESSES FOR OPTIMAL EFFICIENCY AND INTEGRITY

• Drives innovation and process improvement among Associates
• Guides team to optimize processes efficiently and accurately
• Monitors WFM applications and identify areas of risk and opportunity
• Institutes steps to ensure accuracy and clarity of information used for business planning and decision making.

DEVELOPS HIGH PERFORMING TEAMS

• Leads and manages direct reports, systems and projects to achieve business unit goals in accordance with Company policies and practices
• Provides leadership by exhibiting influence and expertise, thus affecting the results of the operating area
• Creates an effective work environment by developing a common vision, setting clear objectives, expecting teamwork, recognizing outstanding performance and maintaining open communications
• Develops staff through coaching, providing performance feedback, providing effective performance assessments and establishing

IMPROVES PROCESSES FOR OPTIMAL EFFICIENCY AND INTEGRITY

• Drives innovation and process improvement among Associates
• Guides team to optimize processes efficiently and accurately
• Monitors WFM applications and identify areas of risk and opportunity
• Institutes steps to ensure accuracy and clarity of information used for business planning and decision making

PROVIDES CONSISTENT REPORTING AND ANALYSES

• Provides operational support to the lines of business
• Assists with the development of projects which will improve the customer experience within the contact center
• Advises business partners with well-researched recommendations and solutions
• Provides well researched recommendations for new WFM tools or expanded use of existing technology

MANAGEMENT OF ASSOCIATES

• Develops staff through coaching, providing performance feedback and assessments and establishing effective development plans
• Manages direct reports, systems and projects to achieve unit goals in accordance with Company policies and practices
• Prepares and analyze unit plans and reports
• Provides leadership by exhibiting influence and expertise, thus affecting the results of the operating area
• Creates an effective work environment by developing a common vision, setting clear objectives, fostering teamwork, recognizing outstanding performance and maintaining open communications

REQUIRED

• Advanced knowledge Microsoft Office - Word, Excel, Powerpoint.
• Expertise in the use of Google products, including google sheets and Presentations
• Bachelor's Degree in related field or 4-5 years of relevant experience

PREFERRED

• Experience in Contact Center environment and Retail
• Knowledge and experience with Microsoft Access, SQL queries, and Tableau

SPECIAL REQUIREMENTS

• Travel (limited