We seek an experienced Call Center Workforce leader passionate about Leading the strategic balance of forecasts, staffing & budgets to achieve service level goals, 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 great…feet first.
We seek people who:
• Ensures optimized Workforce functions including: scheduling agents for forecasted workloads, real time monitoring of activities, creating staffing plans and addressing service deficiencies
• Assures the alignment and administration of time off, payroll and attendance programs for Call Center employees
• Balances a supportive & engaging employee culture, forecasted business needs, competing priorities and budgetary restraints to positive outcomes
• Develops and motivates the workforce team to meet and exceed performance goals and customer expectations
• Assures the evaluation and proactive continuous improvement of workforce process and procedures
We seek people with these qualifications:
• College degree strongly preferred
• 3+ years Workforce Management or Call Center Analytics experience required
• Must be a positive, collaborative partner who is passionate about whole team success
• Strong mathematical ability and forecasting experience
• Excellent written and verbal communications, with the ability to craft the message to the audience
• Sound judgement, Strong problem-solving skills, and initiative are imperative
• Analytical, with the ability to disseminate technical information to a non-technical audience
• Candidate must be overall technically adept and demonstrate specific skills in Intermediate Excel, (including Pivot and Queries), MS office Suite and general business applications. SQL a plus.
• Administrative level ownership and/or experience with: Workforce Management systems, Scheduling and monitoring systems, Call Center technology, ACD routing, skill / work groups. Right Now/ Oracle Service Cloud and I3/ Genesys PureConnect experience a plus
• This role requires a background check for PCI compliance
But most of all, we seek 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 $2.8 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.
