available jobs in
CUSTOMER CARE CENTERS
Engaging with customers by phone, e-mail and live chat, Customer Care Center associates deliver world-class service every day and serve as a critical link between our customer and our product. Customer Care Center associates have strong communication skills, a thirst for knowledge about our brands and a passion for the retail industry. If you are enthusiastic about helping customers create their dream homes, providing everything from advice on color palettes and price points to suggestions on product use and care, check out the jobs listed here.
Openings >> Workforce Management - Manager
Workforce Management - Manager
Summary
Title:Workforce Management - Manager
ID:224879
Locations:Las Vegas, NV, US
Description
 

Williams-Sonoma, Inc.

Workforce Management - Manager

 

About the Team

Leading our Workforce Management team means that you will be a part of the driving force of our labor tracking and world class customer service. You are considered the lifeblood of our existence. Our goal is to move with ninja-like precision (change based associate scheduling, ad-hoc reporting, solving problems before they occur) while providing the highest level of accuracy to support the care centers.

About the Role

As our Workforce Manager, you will help shape our Workforce Management Team by developing capacity plan strategies to build and grow an industry leading customer centric environment while overseeing a staff of analytical gurus. From monitoring business trends to dealing with the ambiguity of high volume seasonal hiring, you will be a pivotal placement for our success.
 

You’re excited about this opportunity because you will...

 

  • Leads a global team of over 25-35 associates located across the country.
  • Interfaces with Leadership, HR Director, Hiring managers, Training managers and recruiting to meet forecasting, scheduling, and staffing needs
  • Directs hiring and skill requirements for the workforce between 2 and 4 thousand associates across all contact center sites and work from home associates
  • Oversees workforce planning and staff utilization, including intraday distribution of calls, training requirements, and other scheduling needs
  • Oversees real time call monitoring, routing and operational decisions to ensure service levels and performance goals are achieved
  • Monitors staff distribution, availability and implacability across all sites
  • Ensures efficient routing of calls to enhance the customer experience with shorter wait times, which will in turn decrease the cost to each center and benefit property owners
  • Ensures fair and consistent scheduling practices are in place while meeting the network staffing requirements.
  • Enacts strategic decisions and initiatives based on intelligent fact-based observations and analysis that maximize revenue and/or minimize costs
  • Responsible for escalating outages or other operational issues to Leadership
 

Managing Responsibilities with Stakeholders

 

  • Develops and maintains effective relationships with both internal and external stakeholders across the organization. Fosters a positive climate to build effective teams that are committed to organizational goals and initiatives.
  • Updates stakeholders on key initiative wins and opportunities, responds to concerns, and solicits feedback. Engages leadership to develop and execute action plans to address gaps.

 

Leading and Managing Teams

 

  • Hires, develops, and retains diverse talent that makes a strong, positive impact on the organization.
  • Creates a team environment that encourages accountability, high standards, and innovation.
  • Sets clear organizational goals and expectations for direct reports using the performance review process and holds team accountable for performance.
  • Continuously improves team and job structures and ensures clear leadership accountability is in place.
  • Builds teams with the appropriate mix of talent and skills to drive innovation and performance. Identifies talents of direct reports, and assists with their growth and development plans.
  • Assists direct reports with building and maintaining stakeholder relationships as business partnerships

 

Why you will love working at Williams-Sonoma

 

  • We’re a successful, fast-growing company with an entrepreneurial vibe
  • A technologically and data-driven business
  • Competitive salaries and comprehensive health benefits
  • We’re at the forefront of tech and retail, redefining technology for the next generation
  • We’re passionate about our internal and external clients and live/breathe the client experience
  • We have a recognition program unlike any other
  • A smart, experienced leadership team that wants to do it right and is open to new ideas
  • We believe in autonomy and reward taking initiative
  • We have fun!

 

We’re excited about you because...

 

  • 4-year degree from an accredited university in from an accredited university in Business Administration, Marketing, or related major and 8+ years of relevant professional experience, demonstrating progressive career growth and a pattern of exceptional performance;
  • Must have multi channel, multi entity experience
  • OR
  • 7+ years of relevant professional experience in of relevant professional experience in marketing or related function, demonstrating progressive career growth and pattern of exceptional performance.
This opening is closed and is no longer accepting applications
ApplicantStack powered by Swipeclock
Copyright 2024 Williams-Sonoma Inc. Customer Care Centers. All rights reserved. Powered by ApplicantStack™ Hiring Software