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
Responsible for holding contact center vendors accountable for performance results and data
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
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
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
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
Ability to travel (approximately 15% annually)
Position located at Headquarters in Bolingbrook, IL