Gopher Sport is currently seeking a Workforce Management Leader to launch staff forecasting and planning in our Customer Service Contact Center. As part of our service leadership team, the ideal candidate will ensure effective utilization of staff, identify and lead initiatives resulting in process simplification and optimization, and coach and develop Customer Service team members to ensure targeted service objectives are achieved.
Primary duties include :
Achieve established departmental responsiveness standards through effective short and long term capacity plans
Develop accurate work load forecasts for staff planning and budgeting
Formulate recommendations for process improvements and work force optimization to increase efficiency and results
Lead all aspects of coaching and performance management for individual contributors in the Customer Service Contact Center.
Position Requirements :
- Bachelor’s degree, preferred
- 5 years relevant work experience in a contact center
- Experience with staff forecasting a plus
- Advanced skills in Microsoft Excel a plus
- Experience with process optimization a plus
Why join the Gopher Sport Team ?
Our Team Members enjoy a competitive compensation and benefit package 18-days of PTO year one of employment, plus (8) company paid holidays; company-wide performance bonuses; 401K; ESOP; tuition reimbursement; product discounts; stand-up work stations; wellness programs; an onsite fitness center and so much more!
To apply go to : http://chj.tbe.taleo.net/chj01/ats/careers/requisition.jsp?org=GOPHERSPORT&cws=1&rid=389