Manager, Workforce Planning and Analysis

  • Company: Louis Vuitton UAE
  • Country / Region : United States
  • Business group: Fashion & Leather Goods
  • Contract type: Permanent Job
  • Function: Digital
  • Experience required: Minimum 5 years
  • Reference No.: LVM11295
  • Date of publication: 2020.10.08

Position

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.


Profile

      

  • Ensure the right number of agents are available throughout the day to guarantee inbound contacts are answered as quickly as possible, and within SLA goals.
  • Leadership of queue management and daily performance reporting. This will involve the production of daily stats and dashboards throughout the day along with any necessary verbiage related to explaining the performance.
  • Responsible for the development and performance management of both exempt and non-exempt employees in multiple locations.
  • Generate and Leverage performance data and analysis to propose improvements which align to the organizations mission of delivering World Class Service, generating cost efficiencies and enabling a culture of thoughtful planning, open and clear communication, employee/CSR balance between development and productivity
  • Oversee intraday management of scheduling procedures, analysis of real time workload requirements and call routing, & manage performance in accordance with service level requirements
  • Communicate any real-time impactors (spike in volumes, outages, etc.) to call center leadership and provide recommendations on mitigating the impact
  • Drive standardization in planning models across the department and, in partnership with Business Performance Manager, build analytical tools that are scalable and flexible
  • Ability to drive results through a team of direct reports

 


Additional information

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.

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Fashion & Leather Goods

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