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Company Name : Louis Vuitton
Location : Irving, TX 75063
Position : Manager, Workforce Planning & Analysis
Job Description : Louis Vuitton is seeking an on-site Manager of Workforce Planning and Analysis for their Client Service Center (CSC) in Irving, TX! This role 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).You will manage a team of 5- 10 Real Time Analysts in monitoring and supporting the real-time operation of the call center, and ensure real-time operations are running efficiently 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 service center leadership while ensuring the right number of advisors are available to guarantee inbound contacts are answered as quickly as possible, and within SLA goals. You will advise 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 vital verbiage related explaining the performance daily according to the Louis Vuitton standard.This opportunity is for people with the skills to get results! Someone adept at generating and using performance data and analysis to propose improvements is ideal for this role.Ideally, we are seeking forward thinking creative individuals with strong leadership skills and a positive approach to inspire, develop, and empower.Additional skills required are:Minimum of four years of Real-Time Management in a call center environmentMinimum of two years’ experience using Calabrio & GenesysAbility to multi-task in a fast-paced environmentDemonstrate ability to achieve desired resultsExpert in Microsoft Excel, Word and PowerPointKnowledge of forecasting and scheduling methodologiesStrong problem solverAbility to work well under pressure and meet deadlinesOutstanding interpersonal, communication and organizational skillsDetail & deadline oriented with a strong work ethicHighly adaptable, responding well to changes and calibrationsSelf-starterTeam playerLouis Vuitton is a company that respects the uniqueness of each employee and offers everyone the means to find their place and thrive. We promote initiatives aimed at supporting professional equality for everyone. We strive to go above and beyond purely symbolic measures by building a culture focused on meaningful strategies aimed at creating an inclusive workforce.We are proud to be an equal opportunity employer.In addition to a generous benefits package, unparalleled career development opportunities, both locally & globally, as an employee at Louis Vuitton, you can expect to be provided with industry leading training which will offer you an in-depth insight into the luxury and retail environment.Job Type: Full-timePay: From $80,000.00 per yearBenefits:401(k)401(k) matchingDental insuranceEmployee assistance programEmployee discountFlexible spending accountHealth insuranceHealth savings accountLife insurancePaid time offParental leaveReferral programVision insuranceSchedule:8 hour shiftMonday to FridayWeekend availabilitySupplemental Pay:Bonus payAbility to commute/relocate:Irving, TX 75063: Reliably commute or planning to relocate before starting work (Required)Experience:Workforce management: 4 years (Preferred)Calabrio or Genesys: 2 years (Required)Work Location: One location
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