Remote Workforce Management Specialist

Tommy Bahama

2mo ago

Job
Full-time
Mid Level
Customer Relations
Data
Federal Way
Remote
Quick Apply

AI generated summary

You need 3+ years in forecasting, proficiency in Microsoft Office, WFM tools (Verint/NICE), strong analytical skills, leadership, and a reliable internet connection. No distractions in your workspace.
You will manage schedules, analyze performance data, adjust staffing in real-time, forecast needs, monitor call volumes, and ensure agent adherence to schedules for optimal productivity.

Requirements

Minimum three years of applicable forecasting and analyst experience.
Proficient in Microsoft Office tools - including Outlook, Word, Excel, Power Point.
Able to handle multiple projects in a fast paced dynamic environment and meet critical deadlines.
Experience with and a solid understanding of WFM Contact Center tools and fundamentals. Preferred experience with Verint and NICE/inContact software.
Strong mathematical, analytical, communication and organization skills.
Strong written and verbal communication skills.
Good leadership skills with the ability to work under minimal supervision.
Reliable internet connection: Minimum of 50 mbps (dedicated to employee) download speed.
Quiet secured space free from distractions.
WFH (Work From Home) is not a suitable solution for the care of loved ones, friends, or animals.

Responsibilities

The Remote Workforce Management Specialist is expected to produce accurate staffing to meet service level goals, provide management with strategic analysis and is responsible for monitoring real-time and historical performance of Contact Center volume. This position is owns the process of creating and managing schedules, including overtime requests and other duties associated with Guest Service agent.
Deliver accurate forecasts used for peak and non-peak planning of guest services staffing. This includes recommending creative solutions to deliver a great guest experience.
Maintain agent profiles in the Workforce Management data base to ensure optimum productivity and operational results.
Demonstrate ability to analyze data shared with appropriate business partners.
Generate, analyze and release schedules on a weekly basis.
Monitor daily call and multi-media volumes; including call history and intraday trends and patterns.
Recommend real-time staffing level adjustments. This would include, but is not limited to: breaks, lunch, off phone duties (training, meetings, huddles, coaching sessions, one on one's, ending shifts early, non-scheduled ATO, VTO) to maximize efficiency and occupancy.
Help maintain call prompts in IVR.
Coordinate shift bid process, including agent notification, shift bid meetings and notification of the conclusion of the shift bid.
Monitor Guest Service queues throughout the day for agent state adherence - Including agent early & late starts, breaks and lunch.
Update all approved schedule changes.

FAQs

Do we offer health benefits for full-time employees?

Yes, we offer health, dental, and vision benefits for full-time employees.

Is there an opportunity for annual bonuses?

Yes, there is a potential annual bonus opportunity for eligible employees.

What kind of discounts do employees receive?

Employees receive a 50% discount at restaurants and retail locations.

Are there opportunities for career advancement?

Yes, we provide career advancement opportunities as we are growing.

What experience is required for the Remote Workforce Management Specialist position?

A minimum of three years of applicable forecasting and analyst experience is required.

What tools and supplies are provided for this position?

Tools provided include two monitors, a laptop, keyboard, mouse, headset, power strip, Ethernet cord, camera, and a Wi-Fi adapter for PC.

What software proficiency is preferred for candidates?

Proficiency in Microsoft Office tools is required, and experience with WFM Contact Center tools like Verint and NICE/inContact is preferred.

Is there a specific internet speed requirement for this position?

Yes, a reliable internet connection with a minimum download speed of 50 mbps (dedicated to the employee) is required.

Can this position support caregiving duties during work hours?

No, WFH (Work From Home) is not a suitable solution for the care of loved ones, friends, or animals.

What is the hourly pay range for this role?

The hourly pay range for this role is $19.76 to $29.66 USD.

Tommy Bahama

Fashion & Arts

Industry

1001-5000

Employees

1993

Founded Year

Mission & Purpose

Nearly 25 years ago, our founders started a brand based on the refined, unhurried attitude of coastal life. To our guests, Tommy Bahama soon became synonymous with laid-back style and the concept of living the Island Life. What started as a causal, upscale menswear collection quickly evolved into a unique luxury lifestyle brand. The Tommy Bahama offering has grown to include both men’s and women’s apparel, home and beach goods, and a thriving restaurant and bar business. Everything that bears the Tommy Bahama name is created with an unwavering eye towards quality. More than ever, our focus is on taking our guests someplace great — through exceptional service, upscale products, and delicious food and drinks. Maintaining our unique point of view requires a diverse team that includes apparel designers, e-commerce and technology experts, manufacturing and operations, and, of course, retail and hospitality professionals. We would love to have you share your talents with us! Tommy Bahama is part of Tommy Bahama Group, Inc., a wholly owned subsidiary of Oxford Industries, Inc. (NYSE:OXM). Established in August 1992, with corporate headquarters in Seattle, Tommy Bahama is an island-inspired lifestyle brand that defines relaxed, sophisticated style in men’s and women’s sportswear, swimwear, accessories, footwear and a complete home furnishings collection. The company owns and operates over 160 Tommy Bahama stores worldwide, with 16 of those locations offering a Tommy Bahama restaurant & bar.