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Rocklin, California, US
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Assistant Workforce Manager Planning & Analytics- Remote

Country : USA USA

State : California

County : Placer County

Town : Rocklin

Category : Logistics

Contract type : Permanent

Availability : Full time

Company presentation

Our past is full of iconic moments — but our future is going to spark many more. Our brands — Gap, Banana Republic, Old Navy, Athleta, INTERMIX and Hill City — have dressed people from all walks of life and all kinds of families, all over the world, for every occasion for more than 50 years.

But we’re more than the clothes that we make. We know that business can and should be a force for good, and it’s why we work hard to make product that makes people feel good, inside and out. It’s why we’re committed to giving back to the communities where we live and work. If you're one of the super-talented who thrive on change, aren't afraid to take risks and love to make a difference, come grow with us.

Job description

About the Role
The Assistant Workforce Manager Planning & Analytics is responsible for ensuring strategic goals are met through data analysis, forecast modeling, assessing capacity planning and expert in identify trends and changes to contact volume in a large contact center environment. This role will collaborate and communicate with all levels of the organization to ensure forecast alignment with strategic goals. You will lead a team and help create and manage long term, short term and intraday contact volume, productivity and capacity forecasts and providing leadership with risk mitigation plans. This position will act as a support resource for leaders, assisting with and providing guidance on performance impact analysis, operational planning, reporting, budget preparation and management.

This position can be done remotely!

What You'll Do
  • Identify trends by channels/brands and case types, perform root cause analysis and provide recommendations for action to mitigate risk and to proactively communicate trends to all levels to leaderships.

  • Make staffing recommendations to management based on analysis of real-time performance. Develop and manage service escalation processes that involve routing changes and staff optimization.

  • Provides complex data analysis functions to meet brand specific, program or company senior management needs.

  • Develop and implement best practices for call handling related to the usage of systems and tools utilized to manage calls, chats, and e-mail.

  • Work to create long-term solution to decrease overall system related call drivers to drive better customer experience.

  • Review processes to increase efficiencies and leverage systems to drive better agent experience to minimize attrition

  • Conduct daily, weekly, and monthly sessions with leaders to provide results, outlook, and recommendations.

  • Build and develop high performing teams and create conditions to drive performance and host development discussions throughout the year.

Profile

Who You Are
  • Proven experience in Workforce management and system platforms. NICE experience a plus.

  • Experience in financial analysis/planning, predictive modeling/forecasting, project management, and operational analysis

  • Continual approach to operational excellence and an advanced proficiency in exceptional organizational and program management skills, along with an ability to prioritize workload, meet deadlines, and perform multiple tasks in a challenging, complex, and fast-paced environment.

  • Strong analytical skills, including ability to review data/processes & independently determine/implement solutions while driving distribution practices

  • Strong problem solving & decision quality: Able to use rigorous logic and methods to solve problems with effective solutions, an aptitude for critical thinking

  • Strong communication and interpersonal skills, including the ability to build constructive and effective relationships with a broad and diverse group of business partners

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