Workforce Operations Lead, Retail Customer Care
Workforce Operations Lead, Retail Customer Care
Posted on :
24-08-2025
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1 Vacancy
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Job Description
As Workforce Operations Manager you are responsible for leading and performing to help support Retail Customer Care business goals. Including the following:- Responsible for leading a retail operation support team implement teams strategies and work towards achieving business objectives.- Establish strategies and operational procedures to optimize staffing execution and improve business performance. Provide input on organizational decisions concerning key staffing resources and scale opportunities as well as creatively using Virtual Call Center software features and workforce management techniques to improve utilization of existing resources.- Establish communication processes with multiple contact centers in region to identify staffing challenges contact drivers and other factors that could negatively impact service level or customer experience. Develop talent among team to ensure analytical steps are taken for continuous improvement.- Provide interval daily and weekly reporting on performance attainment for major contact center channels. Provide context for situations where performance goals are not achieved as well as analysis for improving in the future.- Frequently review routing and skilling strategies to ensure operational objectives and management priorities are synchronized and mutually supportive.- Provide project management resources to coordinate complex sets of tasks on short- to medium-range work efforts. Develop staff to ensure appropriate skills throughout project lifecycle.- Grow and develop a diverse team of high performing individual contributors to drive innovation and operational excellence.
- Passionate focus on customer experience
- Ability to influence partner and boundary teams through collaboration and data analysis
- Exceptional communication and meeting facilitation skills
- Strong teamwork with a high degree of adaptability
- Role models inclusive leadership behaviors and embraces their responsibility to build develop and retain diverse teams
- Makes space to listen learn and amplify diverse perspectives and experiences
- Confronts barriers to greater inclusion with tenacity care and commitment
- 5 years experience in Contact Center Operations or Workforce Scheduling and planning along with 3 years experience managing a team
- Experience directly working with Aspect/Alvaria eWFM
- Experience producing reports from raw data via Excel or Numbers into Tableau for decision makings
Employment Type
Full-Time
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