Williams-Sonoma Inc. 
Workforce Management Forecaster - Seasonal
Las Vegas, NV

 

Job Description: Why you and why us?

Come join the team that is considered the heartbeat of the Williams-Sonoma Care Center! This team has the opportunity to work closely with every department and upper management, where you can show off your accuracy and reporting skills! Right in the center of all that we do, the Workforce Management Associate position is where you can use your experience to oversee the optimization, planning, and management of the Customer Care Center’s staff. If you LOVE math and identifying opportunities to enhance efficiency and solving real-time staffing gaps while using your analytical skills to improve staffing and operational reporting capabilities, this is where you should be. We are looking for associates with excellent attendance, who are extremely detail-oriented, have excellent multi-tasking skills, are capable of meeting deadlines, work well independently, are eager to participate in team discussions, and possess strong organizational and time management skills. Please apply if you enjoy working in a department where every day brings a new challenge!

Job Duties: Our commitment to our customers 

• Solve the problem efficiently: Quickly with quality and accuracy

• 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

Essential Functions:

• Maintain, review and update current volume and average handle time trends
• Adjust weekly scheduled hours based on current trend within associate availability
• Maintain accurate schedules for all Care Center associates weekly
• Analyze and process Scheduling tickets submitted for review
• Other projects as assigned by Workforce Manager / Supervisor

Qualifications: What you need to apply

• Previous experience in call center staffing and creating schedules
• Demonstrated ability to work well within a team, with little face-to-face engagement and various cultural and personality types
• A firm grasp of mathematics (add, subtract, divide, percentages, and algebra).
• Ownership of multiple tasks throughout the shift and the ability to change directions multiple times on the same day
• Two years within a customer contact center, preferably with growing responsibility
• Six months to one year of Workforce Management or Quality Analyst experience within the customer contact center preferred
• Demonstrated MS Excel and MS Outlook experience required
• WFM experience required for consideration

IMPORTANT FACTS:

• This is a Full-Time, Seasonal non-exempt level position requiring a 40-hour schedule
• Must be available between 7 am – 7 pm PST, 7 days a week
• Hours and schedule - TBD