We seek an experienced Workforce Management Specialist with a passion for exceptional customer service to join our Consumer Care team.
We are Caleres, a global footwear company with brands that fit people’s lives. We are ferocious about fit and living our mission of inspiring people to feel good, feet first.
We seek people who:
• Manage staffing schedules based on forecast and intraday between workgroups, providing a balance of available resources to achieve service level goals at lowest cost
• Effectively utilize historical data and recent trends to forecast monthly, weekly and daily volumes and manage time off for the Consumer Care team
• Manage payroll and time off for the Consumer Care team
• Research, analyze and produce contact center reports, dashboards, schedules and training materials for all levels of management
• Demonstrate accountability for WFM software, including new hire setup, skill groups, and workgroups
• Act as subject matter expert and maintain strong working relationships across the organization to ensure effective reporting, problem solving, and issue resolution
We seek people with these qualifications:
• College degree preferred
• 3+ years call center experience required
• Experience with Workforce or scheduling in a Call Center or Retail environment strongly preferred
• Passion for implementing efficient and effective forecasting and scheduling
• Excellent critical thinking, mathematical and analytical skills
• Ability to multi-task with strong attention to detail
• Proficient in Microsoft Excel, including pivot tables and queries
• Demonstrated experience with workforce scheduling software
• This role will work a varying (call center style) schedule, including Tuesday to Saturday work week and some evening, weekend, and holiday coverage.
But most of all, we seek believers. People who share our values and our ferocity for fit.
People passionate about their work. People who hold themselves and others accountable. People who think a $2.6 billion company should be as creative as a start-up. People driven by an insatiable curiosity. People who care about being the best, among the best.
People who believe remarkable things are possible and will not stop striving for them.
