Workforce Manager, Client Services

Jersey City, NJ

• Apply

• JOB SUMMARY

  The Workforce Manager is responsible for gleaning quantitative and qualitative performance analysis, staffing management and summarizing insights and opportunities to influence strategic business decisions within the Client Services contact center.

  JOB DESCRIPTION

  RESPONSIBILITIES

  Reporting & Data Analysis

  • Report on trends, volume, sales, and success measures while acting as a liaison to all areas of the company for reliable data collection, statistical evaluation, and coordination of process-based projects for the Client Services team.

  • Gather data, root cause analysis and performance trending in order to identify appropriate process control changes.

  • Monitor real-time adherence for all contact channels and performance by utilizing various data sources and appropriate systems to ensure the most efficient and accurate reporting metrics (i.e. contact center platform, business intelligence tools and applications).

  • Distribute accurate daily, weekly, monthly updates of contact center performance against target goals and metrics including empirical analysis.

  • Create quarterly business reviews and recommendations for continuous improvements and overview labor cost management

  Manage Staffing Needs & Performance

  • Manage workforce tasks such as headcount planning, monitoring, adjusting, forecasting, scheduling and resource allocation across contact channels.

  • Frequently forecast and actualize staffing needs for outsourcing providers and in-house staff based upon sales order volume

  • Manage monthly performance and agent rankings for scorecard distribution, shift bids and incentive payouts

  • Align closely with cross-functional partners (i.e. Finance, Marketing) and contact center peers (i.e. Operations and Training) to ensure staffing requirements are met and monthly performance goals are communicated accurately

  EDUCATION & PRIOR EXPERIENCE NEEDED

  • Bachelor’s degree preferred

  • 5+ years in Contact Center analysis

  • Experience managing others

  • Strong understanding of contact center metrics

  • Experience working with BPO providers

  • Strong quantitative skills and ability to translate data from various sources into meaningful business insights

  • Interact effectively with all levels of management and staff; works collaboratively across all departments in the organization

  • Proficient with WFM solutions, preferably Calabrio

  • Proficient in Microsoft Excel and other reporting applications

  • Self-motivated and able to work independently

  • Organized and efficient; able to prioritize tasks and projects

  • Strong communication and problem solving skills

  CORE SKILLS

  • Adaptable – Change before you have to

    • Changes course easily – Knows when to be patient and when to push – Works well in the gray – Shows grace under pressure – Owns mistakes and learns from them – Balances multiple priorities

  • Entrepreneurial Spirit – Own it

    • Takes initiative, doesn’t wait for direction – Builds for the future – Takes personal ownership and accountability – Is resourceful in getting things done

  • Collaborative – No “I” in Tory

    • Is self-aware and open-minded – Integrates the perspectives of others – Is direct but respectful – Communicates cross functionally – Knows when to get people involved and when to make a decision – Takes an inclusive approach

  • Client & Brand Focus – Put yourself in Tory’s shoes

    • Passionate about the brand and the work – Creates a transformational client experience – Makes decisions in the best interest of the company and our customers – Focuses on internal and external customers

  • Live the Values – Being “Buddy”

    • Keeps the “Buddy Values” alive (Kindness, humility, warmth, honesty, loyalty, compassion, integrity, and passion) – It’s not just what you do, but how you do it – Contributes to a positive and productive environment

  • Functional Expertise – Know Your Stuff

    • Has the skills necessary to perform the job – Keeps current on trends, skills, and practices – Puts learning into practice

  • FOR PEOPLE MANAGERS: Team Builder – It’s all about “We”

    • Sets team goals and roles – Develops, motivates and empowers – Delivers constructive and encouraging feedback – Holds people accountable for results – Recognizes high performance

  • FOR PEOPLE MANAGERS: Change Leader – Change is the essence of life

    • Challenges the current point of view – Puts changes in context for the team – Executes changes that impact the business – Is proactive and positive – Listens to and keeps the team up to speed

  Equal Employment Opportunity Statement

  Tory Burch LLC is an Equal Employment Opportunity employer and provides equal opportunities to all employees and applicants without regard to an individual’s age, race, creed, color, religion, national origin, sex (including pregnancy) or sexual orientation, gender expression, military status, marital status, genetic predisposition or carrier status, disability or membership in any other protected class under applicable law. Likewise, we will consider qualified applicants with criminal histories for employment in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring, Ordinance No. 184652. Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records for employment.

  Disability Accommodation

  Tory Burch is committed to providing reasonable accommodations to applicants and employees with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require assistance or an accommodation with the hiring process, please contact talent@toryburch.com.