Defined by a free-spirited, all-American attitude, the brand approaches design with a modern vision, reimagining luxury for today with an authenticity and innovation that is uniquely Coach. Primary responsibilities include utilizing sales forecasts and historical contact data to develop accurate contact volume and AHT forecasts; proactively developing staffing plans based on workload arrival patterns and service level goals; creating reliable, meaningful, and timely reports for managers and associates. Support Customer Care Leadership Team by tracking and providing performance analysis results for the business unit and outsourced provider. Work with Customer Care Leadership and Finance to provide capacity and budgetary planning. Maintain and build relationships with key business stakeholders including IT, customer service leadership, and other leaders, as well as third-party providers.
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