Position Overview & Specifications
Position Overview
Work with the external Contact Centre team to ensure Ralph Lauren customer services maintain appropriate staffing levels across a range of service channels by modeling future demand based on forecasts, actual performance and SLAs
Essential Duties & Responsibilities
- Analyse historic data and trends to produce accurate contact volume forecasts, and manage real-time behaviours such as adherence, occupancy, productivity and utilisation
- Work with the Contact Centre team to decide the FTE amount and shift alignment
- Along with the Contact Centre team, monitor real-time staffing adherence and absenteeism, quickly identifying risks and unexpected volumes
- Co-own administration of intraday schedule changes
- Optimise FTE and staffing expenses to reduce cost per contacts and monitor agent utilisation and overall KPIs
- Lead monthly, weekly and daily staffing review meetings with the Contact Centre detailing weeks performances
Experience, Skills & Knowledge
- Knowledge of progress monitoring and reporting
- Having an analytical approach to problem solving
- Keen interest of the interior design industry
- Excellent time management, organization, and follow through skills
- Detail oriented with the ability to multitask and work under pressure
- A keen interest in retail, websites and their functionality; email communication and online marketing.
- A customer service mindset
- Computer literate in all Microsoft packages with the ability to learn new skills
- A passion for our brand and understands retail and general consumer buying behaviour