We inspire purpose-filled living that brings joy to the modern home. With a team of more than 8,000 associates spanning 130 store and distribution locations across the U.S. and Canada, we achieve together, drive results and innovate to inspire. Drawn together by a shared passion for our customers and a spirit of fun, we deliver high-quality home furnishings that are expertly designed, responsibly sourced and bring beauty and function to people’s homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making—and our story is still unfolding.
We’re here for it. We think you should be too. We’re looking for a driven professional with an inclusive mindset to join our team as a Workforce Planning Specialist.
A day in the life as a Workforce Planning Specialist...
Manage Contact Center daily attendance line and log daily attendance records, maintaining confidentiality of all associate information related to scheduling and attendance.Update scheduling system with daily changes, including last minute time off and other off-line time.Authorize and distribute off-line activities and canceling of events, and utilize creative scheduling processes to ensure service levels are met.Update various financial and logistical reports for the Contact Center management to be used for hourly, daily, weekly, monthly and yearly forecasting.Update reporting for labor hours and overtime on a daily basis, using set formulas to report on cost of labor hours per day.Partner with Supv, Workforce Planning to recommend staffing level changes that will drive improvement in Contact Center Average Speed of Answer (ASA) performance.Use past trends in contact volume and current promotional knowledge to make recommendations for how many associates to hire, when to hire and availability needed from new hires.Examine contact volume trends and make appropriate allocation adjustments and overtime recommendations.Monitor inbound queues in real time, reaching out to associates and supervisors to positively drive channel adherence, ensuring customer contacts are answered promptly.Enter current and past data into forecast models to create forecasts for Contact Center, including 3rd party providers, and communicate to Supv, Workforce Planning to ensure that customer service quality and service level goals are met.Create weekly schedules for associates using appropriate forecasted volume, team meetings, training and other off-line time.Approve time off requests based on set minimum staffing levels and business needs. Work with the leadership team to develop black-out periods or approve vacation beyond set parameters.Create productivity reporting weekly using various programs (including Google Sheets, Microsoft Excel, Contact Management System and other proprietary systems), as requested by managers.Maintain confidentiality of all associate information related to scheduling and performance metrics reporting.Support Workforce team by completing additional assigned duties as needed.What you’ll bring to the table…
Good reading and written language skills (English)Excellent arithmetic and analytical skillsExcellent interpersonal skillsStrong phone presenceStrong data entry skillsIn depth understanding of Microsoft Office ExcelIn depth understanding of Google platform (Drive)
We’d love to hear from you if you have…
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