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Blue Nile · 2 months ago

Workforce Management Manager (WFM)

United States

Full-time

Remote

Mid, Senior Level

Blue Nile is a company that reflects elegance and care in their jewelry. They are seeking a Workforce Management (WFM) Manager to oversee strategic planning and execution of workforce operations, ensuring optimal staffing and service levels while balancing efficiency and employee engagement.

E-CommerceJewelryRetail

Responsibilities

Create, publish, and communicate schedules, serving as a trusted point of contact for scheduling needs and ensuring equitable shift distribution ensuring adequate coverage for peak and off-peak times

Acts as the point of contact for schedules changes and to ensure appropriate levels of coverage

Oversee real-time management of staffing and monitoring of service levels, making adjustments to optimize coverage, service levels, such as calling in additional staff, approving overtime, or reassigning tasks

Monitors the traffic volumes of each queue and adjusts coverage as needed to ensure optimal service levels and labor cost metrics

Develop, analyze, and present workforce reports and performance metrics to leadership, including insights related to employee workload and engagement trends

Lead workforce planning processes including forecasting, capacity planning, and scheduling to meet business objectives while promoting fairness, transparency, and employee satisfaction

Partner with leadership to balance service levels, labor costs, and engagement-focused initiatives that support retention and satisfaction

Partner with leadership on workforce planning processes including forecasting, capacity planning, and scheduling to meet business objectives while promoting fairness, transparency, and employee satisfaction

Identifies areas improvement and offers innovative solutions for efficiency in scheduling, service levels and labor costs

Tracking productivity, adherence to schedules, and overall workforce efficiency, then sharing insights with leadership to improve operations

Work with leadership to identify trends, risks, and opportunities through data analysis, offering innovative solutions to improve both operational efficiency and employee experience

Demonstrate sound judgment, adaptability, and empathy in managing dynamic operational demands and supporting team engagement

Partner with Customer Service, Quality Assurance, and Learning & Development to plan for training, coaching, and QA calibration sessions

Collaborate with Tech/Systems teams to ensure WFM tools (e.g., NICE, Freshdesk, CSR, or similar) are optimized and data integrity is maintained

Identify opportunities for automation, efficiency, and improved forecasting accuracy. Produce and analyze WFM reports on forecast accuracy, adherence, occupancy, and service level performance

Present insights and recommendations to leadership to drive operational improvements

Maintain dashboards and key performance metrics for visibility across the organization

Lead, coach, and develop a team of workforce analysts, real-time analysts