• Leads a global team of over 15 associates (five direct reports) located across the country.
• Interfaces with Leadership, HR Leads, Training Leads, and Site Leaders to meet forecasting, scheduling, and staffing needs
• Directs hiring and skill requirements for the workforce (currently ~2k associates) across all contact center sites
• 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

• 10+ years of relevant professional experience in of relevant professional experience in marketing or related function, demonstrating progressive career growth and pattern of exceptional performance.

   

   

  About Williams-Sonoma, Inc.

  Founded in 1956, Williams-Sonoma, Inc. is the premier specialty retailer of high-quality products for the kitchen and home in the United States. Our family of brands are Williams-Sonoma, Pottery Barn, Pottery Barn Kids, PBteen, West Elm, Williams-Sonoma Home, Rejuvenation, and Mark and Graham. These brands are among the best known and most respected in the industry. We offer beautifully-designed, stylish and functional products for every area of the home, including the kitchen, living room, bedroom, home office, closet, laundry room and even outdoor spaces. We've seen some big changes since our first brick-and-mortar store opened more than half of a century ago. What hasn't changed is our passion for high-quality products, functional design, outstanding customer service, and enhancing the lives of our customers and the communities where we operate. Today, we're a multi-brand, multi-channel, global enterprise supported by state-of-the-art technology and some of the most talented teams in retailing - and we're always looking for new energy and ideas.

   

   

  This role is not eligible for Visa sponsorship or relocation assistance.

   

  Williams-Sonoma Inc. is an Equal Opportunity Employer. Williams-Sonoma, Inc. will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.