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Louis Vuitton · 22 hours ago

Workforce Planning and Analysis Manager, Client Service Center

Irving, TX

Full-time

Onsite

Senior Level

5+ years exp

Louis Vuitton is seeking a dynamic Workforce Planning & Analysis Manager to play a pivotal role in our Client Service Center in Irving, Texas. This role will be responsible for development of proactive planning and real-time implementation related to daily forecasting and scheduling of call center resources.

ApparelFashionLifestyleRetail

Responsibilities

Oversee intraday management of scheduling procedures, analyze real-time workload requirements, and manage call routing to ensure performance aligns with service level requirements

Generate and leverage performance data to propose improvements aligned with our mission of delivering World Class Service, driving cost efficiencies, and fostering a culture of thoughtful planning and clear communication

Develop and refine quantitative analyses and predictive models to enhance forecasting, ensuring optimal workforce decision-making

Manage a team of 5- 10 Real Time Analysts in monitoring and supporting the real-time operation of the call center, and ensure real-time operations are running efficiently to ensure that service level and contractual performance measures are met

Communicate real-time impactors and provide recommendations to leadership

Make recommendations to management based on analysis of real-time performance, ensuring adequate advisors are available

Daily & weekly management of client services related KPI's through reporting

Qualification

Real-Time ManagementWorkforce Management SoftwareForecasting MethodologiesContact Center ExperienceMicrosoft ExcelAnalytical SkillsMultitasking SkillsPrioritization SkillsCommunication Skills