Remote: Manager, Capacity Planning and WFM (Call Center)

The Role: Manager, Capacity Planning and WFM (Call Center)

What You’ll Do

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

What to Expect 

To succeed in this role, you must be innately curious, deeply analytical, highly driven and a strong communicator.

Workforce Optimization

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

 Teamwork

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

About You

At Rue Gilt Groupe, diversity enriches our passion, collaboration, kindness and innovation. We’re committed to fostering an inclusive environment where every Associate is empowered to learn, grow and bring their full self to work.

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