Reporting to the Client Service Center Director, the Manager of Workforce Planning and Analysis (WFP) 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) at the Client Service Center (CSC) in Irving, Texas.
This role will lead a team of analysts in monitoring and supporting the real-time operation of the call center, and ensure real-time operations are running smoothly to ensure that service level and contractual performance measures are met.
This manager will give rise to any real-time impactors (spike in volumes, outages, etc.) to call center leadership while ensuring the right number of agents are available throughout the day to guarantee inbound contacts are answered as quickly as possible, and within SLA goals. You will have the opportunity to be responsible for the development and performance management of both exempt and non-exempt employees in multiple locations in addition to leadership of queue management and daily performance reporting. This will include but not limited to the production of daily stats and dashboards throughout the day along with any necessary verbiage related explaining the performance daily according to the Louis Vuitton standard.
This opportunity is for people with the skills to drive results through a team of direct reports as well as , generate and leverage performance data and analysis to propose improvements which align CSC mission of delivering World Class Service, generating cost efficiencies and enabling a culture in which to produce open communication, productivity and development between employee/CSR.
We value forward thinking individuals who are eager to use their creativity and skill set in order to drive the continued success and strong heritage of the brand. Ideally, we are seeking individuals with strong leadership skills and a positive mindset to inspire, develop, and motivate.
By joining Louis Vuitton, you will receive a generous benefits package*, including but not limited to medical coverage, retirement plan, employee referral bonus program, gym membership and employee discounts. In addition to working with the most talented and inspirational leaders within the luxury market you will also have an opportunity to attend industry renowned training and have access to unparalleled career opportunities both within Louis Vuitton and the LVMH Group.
As a Louis Vuitton employee you will have an opportunity to engage in our Corporate Social Responsibility efforts on both a local & global level with various communities and organizations and to also partake in initiatives to raise funds for our charity partner UNICEF.
Louis Vuitton is proud to be an equal opportunity employer. We celebrate and welcome diversity and are committed to creating an inclusive environment.