SummaryLouis Vuitton is seeking a dynamic Workforce Planning & Analysis Manager to play a pivotal role in our Client Service Center in Irving, Texas. This role will be responsible for the development of proactive planning and real-time implementation related to daily forecasting and scheduling of call center resources, in support of all channels including phone, email, chat, social media, and written correspondence.
Responsibilities- Lead real-time operations by overseeing intraday management of scheduling procedures and managing call routing to ensure performance aligns with service level requirements.
- Optimize performance by generating and leveraging performance data to propose improvements aligned with our mission of delivering World Class Service.
- Drive forecasting accuracy by developing and refining quantitative analyses and predictive models.
- Manage a team of 5-10 Real Time Analysts to monitor and support the real-time operation of the call center.
- Communicate real-time impactors and provide recommendations to leadership.
- Make staffing recommendations based on analysis of real-time performance.
- Manage client services related KPIs through daily and weekly reporting.
Requirements- 4+ years of real-time management experience in a call center environment.
- 5+ years of contact center experience in a multi-channel environment.
- Knowledge of forecasting and scheduling methodologies.
- Advanced working knowledge of workforce management software such as Calabrio, Genysis, IEX, Verint, NICE, etc.
- Expert in Microsoft Excel, Word, and PowerPoint.
- Strong communication skills with the ability to cascade information effectively.
- Bachelor's degree preferred in Business, IT, Data Science, or related field.
- Exceptional analytical, multitasking, and prioritization skills.
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