Workforce Analyst

This global house of brands – Coach, Kate Spade New York, Stuart Weitzman – was built by unconventional entrepreneurs and unexpected solutions, so when we say we believe in dreams, we mean we believe in making them happen. Visit Our People page to learn more about Tapestry's commitment to equity, inclusion, and diversity. The successful individual will leverage their proficiency in contact center operations to... Monitor real-time performance metrics and ensure compliance with service level objectives Make staffing and scheduling recommendations to the WFM team based on real-time and historical analysis Identify and troubleshoot systems performance issues, escalating as necessary Collaborate with WFM team to develop and implement and document effective strategies and processes Analyze call center data to identify trends and patterns, making recommendations for improvements Provide regular performance reporting and identify factors driving performance and improvement recommendations Ensure compliance with all policies and procedures Ongoing maintenance of user records, dashboards, reporting and telephony platform Update schedules and time off Attend weekly and daily staffing review meetings with management and forecast/scheduling team to present and review performance and risks for the appropriate period of time Communicate identified intraday risks to management Develop capacity plans that consider staffing levels, equipment availability, facility utilization, and other key factors that impact capacity Communicate capacity planning and forecasting results and insights to key stakeholders in a clear and concise manner Other duties as assigned The accomplished individual will possess... Strong analytical skills with the ability to analyze and interpret complex data Strong organizational skills with ability to meet deadlines in an environment of constantly changing priorities Experience with call center technology and software, including ACD, WFM, and CRM systems Ability to work independently and as part of a team in a fast-paced environment Strong attention to detail and ability to multitask effectively Flexible schedule with the ability to work weekends and holidays if required Develop a plan for adaptation within the business that aligns with business strategy of all stakeholders Proficient in Microsoft Office applications Superb customer service skills Maintain schedule flexibility, including evenings, weekends, and holidays as dictated by business need Ability to communicate well, both written and verbally, to all levels of management An outstanding professional will have... Bachelor's degree in a related field preferred Minimum of 3-5 years of experience in a multi-channel, inbound contact center environment as a real-time analyst or similar role preferred Strong knowledge of contact center operations; NICEinContact and Salesforce experience Continuous improvement certification Our Competencies for All Employees Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary. Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.