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Workforce Management Supervisor

Date: Apr 5, 2017

Location: Las Vegas, NV, US

Company: Williams-Sonoma Inc.

Requisition Number: NV-10448
Area of Interest: Supply Chain
Organization: Care Center
Brand/Division: Nevada
Position Type: Full-time

JOB DESCRIPTION

PRIMARY FUNCTION:

Supervise, coach, motivate and guide a team of WFM associates. This position is responsible for oversight and leadership of command desk and scheduling duties to include real time call routing, queue monitoring, reporting, analysis of call volume and staffing levels and associate schedule maintenance. Avaya WFO, IEX or Blue Pumpkin background a plus. Process improvement skills and previous workforce and analytics experience are required.

ESSENTIAL FUNCTIONS:

* Daily management of work process within the Workforce Management Scheduling and RTA team
* Ensuring team adheres to current policy and procedure through use of tools and best practices
* Engages team in weekly meetings and individual one on ones
* Conducts weekly touchbases with team members
* Works with analysts to interpret long term forecast
* Ensures teams meet or exceed SLA's in tickets, schedule changes and email
* Mentors and develops team and provides direct leadership
* Strives for associate first attitude within business need
* In concert with WFM Manager works to build partnerships with all aspects of business
* Works with RTA to ensure communication of CCC impactful events occurs timely
* In advance, identifies areas of concern in daily and weekly volume plan and reports to WFM Manager
* Identify areas of need and opportunity within team and business

REQUIREMENTS AND QUALIFICATIONS

SKILLS/KNOWLEDGE:

* Must have care (call) center direct Workforce Management experience to include forecasting, scheduling and real time management
* Bachelor's degree in business-related field or equivalent experience, plus 4-6 years call center/service experience, including 1-2 years with lead or supervisory responsibility strongly preferred
* Knowledge of workforce management software (WFO, eWFM, IEX, Blue Pumpkin, etc.) required
* Strong Excel and Word skills required.
* Good communication skills, both verbal and written required.

This position is not eligible for visa sponsorship.

*LI-SM

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.


Nearest Major Market: Las Vegas

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