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Caleres Specialist, Workforce Management in St. Louis, Missouri

We seek an experienced Workforce Management Specialist with a passion for balancing our teams’ schedules to our goals to join our Consumer Care team.

We are Caleres, a global footwear company with brands that fit people’s lives. We are ferocious about fit and living our mission of inspiring people to feel great…feet first.

We seek people who:

  • Produce optimized call center staff schedules based on forecasts and trends, providing a balance of available resources to achieve service level and cost goals

  • React to and troubleshoot real time staffing issues and variances

  • Effectively manage timeclock, payroll, adherence and time off functions for the Consumer Care team

  • Research, analyze and produce contact center reports, dashboards and training materials for all levels of management

  • Acts as Subject Matter Expert of workforce management functions, including software, skills, workgroups, workflows

  • Maintains strong working relationships across the organization to ensure effective reporting, problem solving, issue resolution and continuous improvement

We seek people with these qualifications:

  • College degree preferred

  • 3+ years call center experience

  • Demonstrated experience with workforce scheduling software

  • Excellent problem-solving skills, critical thinking and initiative are required

  • Must hold integrity with data and information in confidence

  • Ability to multi-task with strong attention to detail and follow through

  • Intermediate Excel, Word and MS Outlook.

  • Experience that is a plus: WFM software, Genesys PureConnect, SharePoint, Oracle Service Cloud, or similar

  • This role will require a credit and background check

  • This role will work a varying (call center style) schedule with some alternating days off, evening, weekend, Holiday coverage

But most of all, we seek people who share our values and our ferocity for fit.

People passionate about their work. People who hold themselves and others accountable. People who think a $2.8 billion company should be as creative as a start-up. People driven by an insatiable curiosity. People who care about being the best, among the best.

EOE/M/F/Vet/Disabled

Requisition ID: 2020-5996

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