Workforce Planning Supervisor

4 weeks ago


Naperville, Illinois, United States Crate&Barrel Full time
About the Role

Crate and Barrel is seeking a highly skilled Workforce Planning Supervisor to join our team. As a key member of our Customer Contact Center, you will play a critical role in driving business results and delivering exceptional customer experiences.

Key Responsibilities
  • Develop and implement workforce planning strategies to meet business objectives
  • Build and maintain relationships with operational leaders to ensure alignment and effective communication
  • Drive real-time strategies to optimize workforce performance, including reskilling and prioritizing workflows
  • Provide daily reporting to leadership teams on key performance indicators, such as call drivers, handle time, and forecast comparisons
  • Collaborate with leadership teams to schedule offline activities to balance ASA and SL while ensuring off-line priorities are met
  • Develop and present interval, daily, weekly, and monthly plans with the workforce manager to identify upcoming opportunities and challenges
Requirements
  • Ability to drive high-performance work teams
  • Experience and understanding of staffing, queues, and performance measurement
  • Adept at managing multiple priorities and tasks in a fast-paced environment
  • Strong written and verbal communication skills with the ability to drive and effectively communicate change
  • Good reasoning abilities and sound judgment, with a tactful, flexible, and people-oriented approach
  • Ability to work in a team environment and motivate and lead through tactical leadership built from strategic vision
  • Strong ability to analyze call trends and take appropriate action
  • Must be available to work any shift, any day
  • 3+ years of previous Contact Center or workforce planning experience
  • High school diploma/GED or equivalent
About Us

Crate and Barrel is a leading home furnishings retailer with a passion for helping customers love how they live in the moments that matter. We're committed to providing exceptional customer experiences and driving business results through innovative strategies and effective teamwork.

We're an equal opportunity employer and welcome applications from diverse candidates. If you need a reasonable accommodation for any part of the application process, please contact us.



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