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Workforce Supervisor

Job Description:
Workforce Supervisor at Hayneedle (View all jobs) Omaha, NE Want to help change the future of online commerce? Ready to work with a team of rock stars at the intersection of content, commerce, and technology to build the world's most customer-centric home shopping experience? Hayneedle was recently acquired by Walmart/Jet and is experiencing unprecedented growth.
With an entrepreneurial spirit that fosters teamwork and professional development, our business is poised to redefine the way consumers decorate and shop for their home.
We are looking for a Workforce Supervisor to lead our team of Workforce Coordinators and to help drive our business by implementing strategic operational decisions.
This role will report to the Workforce & Analytics Manager and will be based at Hayneedle's Customer Care Center in Omaha, Nebraska.
Schedule may vary based on business need and will require occasional nights and weekends.
What does a Workforce Supervisor at Hayneedle do? This person is responsible for supporting and implementing Hayneedle's workforce strategy and leading a team of Workforce Coordinators.
They will be responsible for real-time management, reporting, and customer service SLAs across a multi-channel and multi-site center including our work at home team.
This is a position that requires communication and collaboration with other customer care supervisors and managers.
WHAT YOU WILL GET TO DO: Lead the WFM team.
Create a positive, high performance environment.
Responsible for training, coaching, and developing a group of Workforce Coordinators.
Responsible for real time call center metrics and agent set-up to ensure appropriate staffing levels in all departments.
Report on performance metrics for the Customer Care Center throughout the day.
Make operational recommendations to improve performance and to protect SL targets.
Forecast contact volume by queue for the Customer Care Center based on historical data forecasts by month, week, day and hourly increments.
Utilize WFM tools and planning processes to generate and create optimized agent schedules and plan offline activities to ensure all contact metrics are consistently met.
Analyze existing staffing and evaluate the need for additional hours and/or VTO.
Analyze contact center performance history to optimize time spent on off line activities as well as identifying shrinkage and occupancy issues.
Monitor and report on attendance metrics.
Support management by proactively developing accurate reporting and providing ad hoc analysis as needed.
Collaborate with Customer Care Center supervisors and managers to support company goals.
Strive for continuous improvement of ways to help the customer care team meet service levels and budget while contributing to a culture that is engaging and friendly for the entire customer care team.
This position requires at least 2 years of contact center WFM experience including intra-day and real time management, and 1+ years of experience managing a team.
Advanced level background using WFM software and Microsoft Excel.
Strong mathematical, analytical, communication and organization skills.
Ability to shift priorities as business demands change.
Proven ability to manage several projects and tasks at one time.
Must be able to work flexible shifts, evenings and OT.
Must be available to be on call during weekends.
Other requirements include: WHO YOU ARE: 2 years Workforce Management experience required.
1+ year of experience in leading a team.
Bachelors Degree or equivalent work experience required.
Expert knowledge of Workforce management tools (Aspect preferred).
Intermediate knowledge of contact management platforms (inContact preferred).
Strong analytical and reporting skills using variety of tools.
High level of proficiency in MS Excel, MS Word, and MS Outlook required.
MS Access experience preferred.
Must possess good decision making and problem solving skills.
Must be able to prioritize and work independently on multiple tasks with attention to detail.
Requires excellent customer service skills.
Requires a professional attitude and flexibility, along with strong organizational skills.
Strong skills in written and verbal communication.
Demonstrated ability to execute in an ever evolving workplace.
WHAT WE CAN OFFER YOU: Exciting, challenging problems to solve - you'll never have a boring day at the office.
A refreshingly fun work environment where you will collaborate with a smart and talented team of designers, engineers and business folks who care most about getting things done.
Opportunity to participate in the growth stage of a business.
Meet Our Family of Brands: Walmart.
com Hayneedle Jet Bonobos MooseJaw ModCloth Shoes.
com

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