Director, Workforce Management

Restoration Hardware Corte Madera , CA 94925

Posted 2 months ago

We believe that service starts inside the organization and embrace a concept called "People First." At RH, you will create results with an inspiring team in a creative environment with opportunities for career advancement and enjoy a 50% product discount.

RH is looking for a strategic and analytical leader who cares deeply about the Client Experience. The Director of Workforce Management role will partner with Executive Leadership to design and implement innovative processes and systems to manage our multi-site, multi-skill, internal Customer Delight Centers. The right candidate will have a strong command of workforce management solutions, as well as prior experience in a customer service environment.

This role will experience a wide range of problem-solving situations requiring extensive use of data collection and analysis. The ideal person will possess both an optimization background that enables him/her to manage quantitative planning and a demonstrated ability to think broadly and strategically about the client experience.

RESPONSIBILITIES

  • Live Our Values: People, Quality, Service and Innovation

  • Develop long-term strategic vision of workforce management

  • Work closely with senior leadership to create and execute growth strategies

  • Have a transformational mindset to drive change efforts that will effectively balance the Voice of the Customer and the Voice of the Shareholder

  • Lead a team of associates responsible for: contact volume forecasting, capacity planning, telephony administration, workflow and planning reporting, and agent scheduling

  • Support capacity-planning needs by leading short and long-term forecast processes and developing staffing plans

  • Lead intraday scheduling strategy, analyzing real-time workload requirements and call routing to drive performance to service level requirements while maximizing utilization of resources

  • Develop contingency plans and direct problem resolution efforts; lead post-resolution analysis of projects to drive for future process improvements

  • Oversee proactive scheduling of discretionary activities, such as: training, meetings, overtime and VTO

  • Act as a mentor in assisting with the career growth and development of the Workforce Management team by driving focus on Our Values

  • Play a critical role in building leadership depth by providing guidance and mentorship to all levels of leadership within the organization

REQUIREMENTS

  • Bachelor's degree in a quantitative field preferred

  • 5+ years successful experience in operations with demonstrated progressively increasing responsibility

  • 2+ years' experience leading workflow systems/teams in a complex, multi-skill call center

  • Advanced experience building and analyzing models using various statistical tools for forecasting and scheduling optimization

  • Extensive knowledge of call center technology (ACD, IVR, WFM)

  • Advanced knowledge of Excel, strong verbal and presentation skills, and the ability to motivate and inspire groups of people

  • Independent thinker capable of taking initiative and working with minimal direction

  • Strong analytical reasoning and problem-solving skills

BENEFITS

  • Great benefits package with premier medical, dental and vision partners

  • Rewarding paid time-off plans, including vacation, sick time, personal days, company holidays and more

  • Substantial associate discount of 50% off regularly priced RH merchandise and 30% off sale items

  • Access to all RH Members Program benefits, including complimentary design services

  • High-value discounts with respected national vendors, partners and retailers

  • Generous Referral Bonus Program to reward associates for recruiting top talent

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Director, Workforce Management

Restoration Hardware