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Manager, Client Contact Center Performance & Operations- The Americas

Country : USA USA

State : New Jersey

County : Morris County

Town : Parsippany-Troy Hills

Category : Production - Quality

Contract type : Permanent

Availability : Full time

Company presentation

Position Overview:
Tiffany & Company is actively seeking a data-driven Performance and Operations manager to join our growing Client Contact Center team. The mission is to drive sales performance and excellent client service levels, while continuously improving productivity & effectiveness. The Client Contact Center Performance & Operations Manager will lead strategic resource planning, performance reporting & insights, back-of-house operations, as well as tech & innovation projects.
Reporting to the Director of the Client Contact Center, and leading a team of 10+
Key Accountabilities:

Job description

Resource planning and performance tracking

  • Forecast volume of activity and plan resources accordingly at the annual/monthly, and weekly/daily level.
  • Track sales, productivity, and service level performance to continuously adjust and optimize staffing and scheduling.
  • Share sales, productivity, and service level reports and insights with team leads to enable them to track performance vs. Goal. Support them in identifying gaps.
  • Conduct deep dives on sales, service levels, productivity as needed to understand drivers of over-/under-performance and translate them into actions.
  • Identify major client and market trends to inform future resource and capability needs.
  • Partner with Finance to plan and track FTEs and budget.
Tools and project management

  • Is the business owner of the workforce management tool (Verint)
  • Partner with IT to build and run simple reports and Power BI tool to support the client-facing teams
  • Act as business lead and PoC for network and infrastructure enhancements
  • Innovation and technological watch
Scheduling and Operations

  • Lead scheduling
  • Lead the operations team that execute back-office activities in support of all client-facing teams: returns, backorders, product flows and logistics.
Required Qualifications:

  • BA/BS Degree required
  • 7+ years of experience in resource planning / workforce management in a Contact Center or Client Services team
  • Experience with workforce management tools and Contact Center software (CCaaS)
  • Data-driven and analytical. Experience handling multiple and large datasets. Proficient in Excel
  • Excellent verbal and written communications skills
Preferred Qualifications:

  • Experience with Verint
  • Retail & Luxury experience

Profile

- BA/BS Degree required
- 7+ years of experience in resource planning / workforce management in a Contact Center or Client Services team
- Experience with workforce management tools and Contact Center software (CCaaS)
- Data-driven and analytical. Experience handling multiple and large datasets. Proficient in Excel
- Excellent verbal and written communications skills
Preferred Qualifications:
- Experience with Verint
- Retail & Luxury experience
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