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Manager, Performance & Operations- the Americas
Tiffany & Co.
Parsippany
Luxury Watches and Jewelry
Full time
Posted 2 months ago
Copied
Market: NJ - Northern
Industry Segment: Luxury Watches and Jewelry
Category: Customer Service, Data and Analytics
Seniority: Manager
Job Type: Full time

Marketplace Role

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the brand to apply directly.

Job Description

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:

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

About Tiffany & Co.

In 1837 Charles Lewis Tiffany founded his company in New York City where his store was soon acclaimed as the palace of jewels for its exceptional gemstones. Since then TIFFANY & CO. has become synonymous with elegance, innovative design, fine craftsmanship and creative excellence. During the 20th century fame thrived worldwide with store network expansion and continuous cultural relevance, as exemplified by Truman Capote’s Breakfast at Tiffany’s and the film starring Audrey Hepburn.

Today, with more than 13,000 employees, TIFFANY & CO. and its subsidiaries design, manufacture and market jewelry, watches and luxury accessories – including more than 5,000 skilled artisans who cut diamonds and craft jewelry in the Company’s workshops, realizing its commitment to superlative quality.

The Company operates more than 300 TIFFANY & CO. retail stores worldwide as part of its omni-channel approach. To learn more about TIFFANY & CO. as well as its commitment to sustainability, please visit tiffany.com.

Manager, Performance & Operations- the Americas
Tiffany & Co.
Parsippany
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Manager, Performance & Operations- the Americas
Tiffany & Co.
Parsippany

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