#140581

Workforce Manager – Guest Services (Perm)

Location:
Bolingbrook, IL
Job Terms:
Permanent
Start date:
11/12/2018
posted by:
Robin Legator
Date:
11/11/2018

Job Description:

Great Opportunity for Guest Services Manager at a Large Beauty Company in the Chicago area

This position is responsible for forecasting, planning, scheduling, and attaining service level results for guest inquiries 
across all contact channels in a multi-vendor, multi-site operation. This role enables timely service to our 
guests while managing resources efficiently and effectively. This individual will partner with multiple 
business partners and vendor contacts to provide short and long-term strategies accompanied by 
communication plans. Key Performance Indicators include, but are not limited to, guest satisfaction & 
dissatisfaction measures, response times, efficiencies, data modeling and analytics, reporting accuracy, 
and expense control. This is a key role in delivering optimum service levels on a monthly, daily and intra- 
day basis from the creation of a sound workforce plan to real-time-adherence management. This role will 
aid in fostering an environment, through accurate planning and effective communication that attracts and 
retains a talented staff to deliver excellent service. 

Relocation assistance provided.

CORE JOB RESPONSIBILITIES: 
 Oversee the management of staffing procedures, analysis of real-time workload requirements, 
and contact routing to achieve service levels across multiple vendors, locations, and contact 
channels. Maximize efficiency and occupancy to meet/exceed budget while meeting service level 
objectives 
 Responsible for holding contact center vendors accountable for performance results and data 
accuracy. 
 Act as the primary contact for all workforce activities across operating hours (24x7x365) including 
holiday support as necessary. 
 Create and manage a workforce model with short and long-term capacity plans, including 
redundancies to care for unplanned events. Develop an intake model for multiple sources of 
marketing information to calculate contact response rates and required staff. 
 Provide reporting and analysis (intra-day, daily, weekly, monthly) to all internal and external 
stakeholders with the ability to communicate to levels ranging from front-line associates to 
executives. 
 Provide “crisis management” as required by providing reactive and proactive resolutions related 
to internal and external client needs. Escalate concerns appropriately, take on necessary 
ownership, and follow-up to fully resolve issues. 
 Maintain an expert knowledge of contact center applications (Scheduling, Real-Time-Adherence, 
ACD, etc.), manual work methods, and all other supporting technology. Oversee the set-up and 
utilization of Workforce Management (WFM) software. 
 Provide optimal workflow and planning solutions for upcoming promotions, events, and initiatives. 
DISCLAIMER—The above statements are intended to describe the general nature and level of work being performed by people assigned to 
this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. 
 Lead projects to improve workflow processes, IVR segmentation strategies, and guest contact 
channel improvements. 

ADDITIONAL RESPONSIBILITIES: 
 Establish regular meetings with marketing, ecommerce, operations, and finance to present and 
refine the contact handling forecast 
 Track daily anomalies and operational updates that influenced actual contact volume received 
and handle times associated to build historical information used to apply to future forecasts 

REQUIREMENTS FOR CONSIDERATION: 
 3 to 5 years of workforce management experience in the contact center industry, in a multi-site, 
multi-vendor structure, with at least 2 years in a management capacity 
 Post-secondary diploma or degree 
 Must have proven experience with forecasting, building and managing to a budget, creating 
statistical modeling and reports, and building successful ramp-up and ramp/down staffing plans 
all within a multi-channel, multi-site, multi-vendor environment 
 Must have experience maintaining and developing operational statistics, making data-driven 
decisions, and reporting results 
 Strong verbal and written communication skills 
 Strong organizational and time management skills, able to work under time constraints, meet 
deadlines, with the ability to react quickly to changes in promotional offers that require 
reforecasting 
 Ability to implement change and innovation 
 Ability to communicate & influence at various levels within the organization 
 Strong sense of ownership and pride in professional deliverables 
 Wants to be part of an entrepreneurial, high-energy, and fun culture 
 Advanced knowledge of MS Word, Outlook, PowerPoint, IVR, and Phone systems. 
 Expert knowledge in MS Excel, WFM, RTA, and CMS software 
 Adaptability to learn a variety of software programs 
 Strong analytical and problem-solving skills 
 Proven ability to work effectively in a team environment as well as independently with minimal 
supervision 
 Ability to travel (approximately 15% annually) 
 Position located at Headquarters in Bolingbrook, IL