Acerca del trabajo
Louis Vuitton is seeking a dynamic Workforce Planning & Analysis Manager to play a pivotal role in our Client Service Center in Irving, Texas. This role will be responsible for development of proactive planning and real-time implementation related to daily forecasting and scheduling of call center resources, in support of all channels (phone, email, chat, social media, and written correspondence). This manager will give rise to any real-time impactors (spike in volumes, outages, etc.) to service center leadership while ensuring the right number of advisors are available to guarantee inbound contacts are answered as quickly as possible and within SLA goals. You will advise leadership of queue management and daily performance reporting. This will include but is not limited to the production of daily stats and dashboards throughout the day along with any vital verbiage related explaining the performance daily according to the Louis Vuitton standard. You’ll lead the charge in ensuring we consistently exceed service level goals through efficient headcount management and insightful forecasting.
Responsabilidades laborales
Lead Real-Time Operations: Oversee intraday management of scheduling procedures, analyze real-time workload requirements, and manage call routing to ensure performance aligns with service level requirements. Optimize Performance: Generate and leverage performance data to propose improvements aligned with our mission of delivering World Class Service, driving cost efficiencies, and fostering a culture of thoughtful planning and clear communication. Drive Forecasting Accuracy: Develop and refine quantitative analyses and predictive models to enhance forecasting, ensuring optimal workforce decision-making. Team Management: Manage a team of 5- 10 Real Time Analysts in monitoring and supporting the real-time operation of the call center, and ensure real-time operations are running efficiently to ensure that service level and contractual performance measures are met. Be Agile: Communicate real-time impactors and provide recommendations to leadership. Staffing Recommendations: Make recommendations to management based on analysis of real-time performance, ensuring adequate advisors are available. Commercial Mindset: Daily & weekly management of client services related KPI's through reporting.
Perfil
In addition to the requirements previously mentioned, successful candidates will possess: 4+ years of Real-Time Management experience in a call center environment 5+ years of Contact Center experience in a multi-channel environment Knowledge of forecasting and scheduling methodologies Advanced working knowledge of workforce management software (Calabrio, Genysis, IEX, Verint, NICE, etc) Expert in Microsoft Excel, Word and PowerPoint Strong communication skills, with the ability to cascade information effectively Bachelor's degree preferred in Business, IT, Data Science, or related field. Exceptional analytical, multitasking, and prioritization skills.
Información adicional
Louis Vuitton is a company that respects the uniqueness of each employee and offers everyone the means to find their place and thrive. We promote initiatives aimed at supporting professional equality for everyone. We strive to go above and beyond purely symbolic measures by building a culture focused on meaningful strategies aimed at creating an inclusive workforce. In addition to a generous benefits package, unparalleled career development opportunities, both locally & globally, as an employee at Louis Vuitton, you can expect to be provided with industry leading training which will offer you an in-depth insight into the luxury and retail environment.