Customer Service Resource Planner

Customer Service Resource Planner London, England

Ralph Lauren
Full Time London, England 19373 - 21469 GBP ANNUAL Today
Job description

Position Overview

Work with the external Contact Centre team to ensure Ralph Lauren customer services maintain appropriate staffing levels across a range of service channels by modeling future demand based on forecasts, actual performance and SLAs

Essential Duties & Responsibilities

  • Analyse historic data and trends to produce accurate contact volume forecasts, and manage real-time behaviours such as adherence, occupancy, productivity and utilisation
  • Work with the Contact Centre team to decide the FTE amount and shift alignment
  • Along with the Contact Centre team, monitor real-time staffing adherence and absenteeism, quickly identifying risks and unexpected volumes
  • Co-own administration of intraday schedule changes
  • Optimise FTE and staffing expenses to reduce cost per contacts and monitor agent utilisation and overall KPIs
  • Lead monthly, weekly and daily staffing review meetings with the Contact Centre detailing weeks performances


Experience, Skills & Knowledge

  • Knowledge of progress monitoring and reporting
  • Having an analytical approach to problem solving
  • Keen interest of the interior design industry
  • Excellent time management, organization, and follow through skills
  • Detail oriented with the ability to multitask and work under pressure
  • A keen interest in retail, websites and their functionality; email communication and online marketing.
  • A customer service mindset
  • Computer literate in all Microsoft packages with the ability to learn new skills
  • A passion for our brand and understands retail and general consumer buying behaviour

Customer Service Resource Planner
Ralph Lauren

www.ralphlauren.com
New York, United States
Patrice Louvet
$5 to $10 billion (USD)
10000+ Employees
Company - Public
Other Retail Shops
1967
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