Please click here (https://www.oxfordinc.com/copy-of-personnel-privacy-policy) to review our Applicant Privacy Policy. HOW WE TAKE CARE OF YOU: + For full time employees, Health, Dental, Vision, 401K with generous matching program, generous paid time off. + Potential Annual Bonus Opportunity. + 50% discount at restaurants and retail locations. + Career advancement opportunities as we are growing! + For more benefit related information please click HERE. (https://www.tommybahama.com/content/dam/tommy/Career%20pages/Tommy\_Bahama\_Benefits\_Final\_WA.pdf) Please cut and paste this URL into a new browser to view our detailed list of benefits or apply directly on our career site https://www.tommybahama.com/content/dam/tommy/Career%20pages/Tommy\_Bahama\_Benefits\_Final\_WA.pdf SET THE COURSE The Remote Workforce Management Specialist is expected to produce accurate staffing to meet service level goals, provide management with strategic analysis and is responsible for monitoring real-time and historical performance of Contact Center volume. This position is owns the process of creating and managing schedules, including overtime requests and other duties associated with Guest Service agent. BE THE ISLAND GUIDE + Deliver accurate forecasts used for peak and non-peak planning of guest services staffing. This includes recommending creative solutions to deliver a great guest experience. + Maintain agent profiles in the Workforce Management data base to ensure optimum productivity and operational results. + Demonstrate ability to analyze data shared with appropriate business partners. + Generate, analyze and release schedules on a weekly basis. + Monitor daily call and multi-media volumes; including call history and intraday trends and patterns. + Recommend real-time staffing level adjustments. This would include, but is not limited to: breaks, lunch, off phone duties (training, meetings, huddles, coaching sessions, one on one's, ending shifts early, non-scheduled ATO, VTO) to maximize efficiency and occupancy. + Help maintain call prompts in IVR. + Coordinate shift bid process, including agent notification, shift bid meetings and notification of the conclusion of the shift bid. + Monitor Guest Service queues throughout the day for agent state adherence - Including agent early & late starts, breaks and lunch. + Update all approved schedule changes. TOOLS/SUPPLIES PROVIDED: + Two monitors with monitor stands + One laptop with power adapter + One Keyboard + One Mouse + One Headset + One Power Strip + Ethernet Cord + One Camera + Wifi Adapter for PC ESSENTIALS FOR LIFE IN PARADISE + Minimum three years of applicable forceasting and analyst experience. + Proficient in Microsoft Office tools - including Outlook, Word, Excel, Power Point. + Able to handle multiple projects in a fast paced dynamic environment and meet critical deadlines. + Experience with and a solid understanding of WFM Contact Center tools and fundamentals. Preferred experience with Verint and NICE/inContact software. + Strong mathematical, analytical, communication and organization skills. + Strong written and verbal communication skills. + Good leadership skills with the ability to work under minimal supervision. + Reliable internet connection: Minimum of 50 mbps (dedicated to employee) download speed + Quiet secured space free from distractions + WFH (Work From Home) is not a suitable solution for the care of loved ones, friends, or animals Multiple factors will vary the applicable rate of pay for this role, including an individual’s experience, knowledge, and skillset, as well as work location and available budget. Rate Range: 19.76 - 29.66 USD Hourly Mahalo (thank you) for your interest in Tommy Bahama! Tommy Bahama is an equal opportunity employer and does not discriminate against qualified applicants based on race, color, sex, gender, gender identity, gender expression, religious creed, sexual orientation, pregnancy, national origin, ancestry, age, military and veteran status, marital status, physical or mental disability, protected medical condition, genetic information, reproductive health decision-making or any other characteristic protected by law. If you need an accommodation to complete an online application, please contact the location you are applying to or send an email to our recruiting team at recruiter@tommybahama.com . Mahalo (thank you) for your interest in Tommy Bahama! T ommy Bahama is an equal opportunity employer and does not discriminate against qualified applicants based on race, color, sex, gender, gender identity, gender expression, religious creed, sexual orientation, pregnancy, national origin, ancestry, age, military and veteran status, marital status, physical or mental disability, protected medical condition, genetic information, reproductive health decision-making or any other characteristic protected by law. If you need an accommodation to complete an online application, please contact the location you are applying to or send an email to our recruiting team at recruiter@tommybahama.com. Tommy Bahama participates in E-Verify. Details in English and Spanish (http://www.tommybahama.com/content/dam/tommy/Career%20pages/EverifyPosterEnglish.pdf) . Right to Work Statement in English (http://www.tommybahama.com/content/dam/tommy/Career%20pages/WebBPPOSTERRtoWEnglishversion.pdf) and Spanish (http://www.tommybahama.com/content/dam/tommy/Career%20pages/WebBPPOSTERRtoWSpanishversion.pdf) . Aloha! At Tommy Bahama, paradise is our business. Focused on exceptional guest service, upscale products and delicious food and drinks, our tropically inspired lifestyle inspires the world to relax. Maintaining our unique point of view requires a diverse team that includes apparel designers, eCommerce and technology experts, manufacturing and operations, and, of course, retail and hospitality professionals. There are countless opportunities to contribute to our continued success — if you'd like to help us "Live the Island Life," we'd like to hear from you. Tommy Bahama is an equal opportunity employer and does not discriminate against qualified applicants based on race, color, sex, gender, gender identity, gender expression, religious creed, sexual orientation, pregnancy, national origin, ancestry, age, military and veteran status, marital status, physical or mental disability, protected medical condition, genetic information, reproductive health decision-making or any other characteristic protected by law. If you need an accommodation to complete an online application, please contact the location you are applying to or send an email to our recruiting team at recruiter@tommybahama.com.