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Openings >> Workforce Management Associate
Workforce Management Associate
Title:Workforce Management Associate
Locations:All sites


Williams-Sonoma Inc. 
Now hiring! 

Job Description: Why you and why us?

How would you like working in a department that interacts with the entire WSI Care Center operation? Do you possess strong multitasking and problem-solving skills? Do you like to help train and mentor? Then the Workforce Management Team could be the place for you! We are looking for associates who are detail-oriented, work well independently, are eager to participate in team discussions and possess strong organizational and time management skills.


Job Duties: Your day to day

  • Solve the problem efficiently: Quick with quality
  • Make it personal: Take ownership
  • Inspire customer loyalty: Give them a reason to come back
  • Listen Carefully: Be attentive 
  • Empathize and show effort: Because we care

Ensure/coordinate appropriate staffing in real-time based on call volume by utilizing all available department tools and troubleshooting and resolving L1, IT issues to meet maximum efficiency and service level for each center.

Essential Functions: The nuts and bolts

  • Manage multiple call queues in real-time

  • Watch staffing levels to ensure planned coverage is met throughout the day

  • Follow and react to real-time metrics (AHT, Service Levels, Occupancy)

  • Process and analyze attendance

  • Make real-time staffing decisions, i.e. VTO, OT, Time Off, and project time

  • Create, analyze and distribute intraday reporting of volume, and attendance

  • Ensure communication of disaster recovery

  • Ensure communication of real-time system events impacting staffing and call volume

  • Provide support to scheduling team as backup to reporting and scheduling needs

  • Other projects as assigned by Workforce Manager / Supervisor

Qualifications: What you need to apply

  • High School Diploma or GED

  • Previous Workforce Management or Command Center experience preferred

  • Excellent Attendance

  • Must be proficient in MS Excel, and have a solid background in all MS Office products

  • Interpersonal skills necessary to train others in computer systems.

  • 1-2 years Call Center experience

  • Ability to multi-task and make decisions in fast-paced environment

  • Excellent verbal & written communication skills

  • Possess exceptional problem-solving skills / analytical mindset

  • Work well independently, take initiative, and flexible

Important Facts:

  • This is a Full Time, non-exempt level position requiring a 40-hour schedule.

This opening is closed and is no longer accepting applications
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