Williams-Sonoma, Inc.

Workforce Management Analyst 

About the Team

Being part of the Workforce Management team means that you will be a part of the driving force of our labor tracking. To some, 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 Management Analyst, you will help shape our Workforce Management Team by developing capacity plan strategies to build and grow an industry leading customer centric environment. From analyzing 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...

• Create and maintain a 3-year long capacity model that reflects a variety of call center related designations. Such as hiring plan, call volume, licensing etc.
• Identify cost saving and profit maximizing opportunities to improve current processes, and to provide more meaningful information to key decision makers.
• Develop knowledge and relationships with selected business units to guide plan process while understanding potential planning issues.
• Gain a solid proficiency of workforce management optimization software currently being used and make recommendations based on business need as the need evolves.
• Prepare insightful presentations for senior management to concisely summarize trends, recommendations and progress.
• Complete other duties as well when assigned

Why you will love working at Williams-Sonoma, Inc.

• 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...

• You have a Bachelor’s degree (Finance, Accounting, Business Administration) and 4+ years contact center experience in progressively responsible role

• You have 2+ years of contact center workforce management experience demonstrating analytic capabilities and systems-reliant decision support

• You have 1+ years of creating, and or maintaining a long term capacity plan

• Six Sigma lean exposure preference

• SWPP Membership preferred

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.