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.
Requisition ID: 2020-5996