Workforce Planning Supervisor

2 days ago


Naperville, Illinois, United States Crate and Barrel Full time
Workforce Planning Supervisor

We're seeking a skilled Workforce Planning Supervisor to join our team at Crate and Barrel. As a key member of our Customer Contact Center, you'll play a vital role in driving high-performance work teams and ensuring exceptional customer experiences.

Key Responsibilities:
  • Develop and implement workforce planning strategies to meet customer service center KPIs
  • Build and maintain relationships with operational leaders to drive real-time strategies
  • Provide daily reporting to leadership teams on key indicators such as call drivers, handle time, and forecast comparisons
  • Collaborate with leadership teams to schedule offline activities and balance ASA and SL
  • Develop and present interval, daily, weekly, and monthly plans with the workforce manager to identify upcoming opportunities and challenges
Requirements:
  • 3+ years of experience in contact center or workforce planning
  • High school diploma/GED or equivalent
  • Ability to drive high-performance work teams and manage multiple priorities
  • Strong written and verbal communication skills
  • Good reasoning abilities and sound judgment

We're looking for a motivated professional with a passion for delivering exceptional customer experiences. If you're a strategic thinker with excellent communication skills, we encourage you to apply for this exciting opportunity.


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