THE ROLE: Manager, Capacity Planning & WFM (Call Center)

       ****MUST HAVE MANAGEMENT  AND CAPACITY PLANNING EXPERIENCE****

Were looking for

Rue Gilt Groupe is looking for a highly collaborative, innovative, data-driven Manager to lead our Workforce Management team. The Workforce Management team is focused on Call Center Operations - we surface insights that drive productivity & performance across the organization. In this role, you will be responsible for creating & updating a forecast for volume across three channels, meeting service objectives, & initiating proactive & appropriate action around opportunities in staffing, planning, & command functions through a real-time lens. You will ensure that communication, & team engagement are priorities. Exceptional decision making & initiation skills are essential. You will be guiding Real Time Coordinator priorities & development, understanding the who, what, & whys of our business. Working cross-functionally is fundamental as you support the team digging into trends, & surface opportunities that create impact & value. To succeed in this role, you must be innately curious, deeply analytical, highly driven & a strong communicator.

What Youll Do:

• Workforce Optimization

  • Responsible for scheduling & forecasting, creating, & updating capacity plan
  • Analyzes & evaluates workforce metrics to improve resource efficiency maximizing labor utilization rates
  • Collaborates to proactively meet SLAs based on contact volumes, handle times, & staffing requirements
  • Acts as a subject matter expert in WFM driving a rigorously analytical approach to digesting & communicating performance trends
  • Demonstrates critical thinking skills while considering the big pictures & impact on results

   Teamwork

  • Successful in a team environment creating effective relationships with business stakeholders
  • Resolves team conflict & executes strategies to meet team performance expectations
  • Responsible for career development for direct reports
  • Understands team impact on other business operations & influences results
  • Partners with Operations leaders to ensure optimization of WFM plan
  • Shares accountability when delegating
  • Ensures staff have the skills & resources to get things done successfully
  • Drives proactive communication, analysis, & data engagement; making recommendations to improve results

  Leadership & Partnership

  • Leads a team of WFM Coordinators
  • Acts as knowledge leader assisting to create synergy between short term planning & command efforts
  • Collaborates to ensure the plan is met & that command center is well positioned to provide WFM guidance to operations team
  • Partners with departments that cross-functionally influence Customer Service
  • Proactively communicates deficiencies & plans to resolve

About You:

At Rue Gilt Groupe, diversity enriches our passion, collaboration, kindness & innovation. Were committed to fostering an inclusive environment where every Associate is empowered to learn, grow & bring their full self to work. Even if you don't check off every qualification in the job description, that's okay. We encourage you to apply to any role that excites you & sparks delight! We can't wait to learn more about you.

• • • Bachelors Degree preferred
    • 5+ years experience or equivalent relevant industry & technological experience in workforce management
    • 3+ years of team leadership experience required
    • Excellent Excel skills & data analysis acumen
    • Able to draw accurate conclusions from raw data, & provide suggestions to address gaps
    • Continuous improvement mindset including the ability to skillfully manage change
    • Demonstrates professionalism, tact, & a strong sense of urgency
    • Able to independently problem solve, plan & organize resources; calculated decision-maker
    • Exercises initiative; highly self-motivated & driven by a fast-paced environment
    • Ability to network, & build effective relationships across organizations collaborating with senior leaders on key initiatives

Expected Base Salary Range: $80,000 - $110,000

Rue Gilt Groupe is committed to providing Associates with equal pay for equal work & carefully considers a wide range of compensation factors, including but not limited to, prior experience, education, certification(s), license(s), skills & expertise, location,  internal equity, & other factors that are job related & consistent with business need. Our goal is to support, reward & compensate the entire individual. Depending on role eligibility, your offer may also include bonus/commission, stock options, 401(k) participation, paid time off, medical, dental, vision & basic life insurance. Therefore, final offer amounts may vary from the amount stated.

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