Workforce Manager Customer Services

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Workforce Manager Customer Services
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locations
London, United Kingdom
time type
Full time
posted on
Posted 9 Days Ago
job requisition id
R00000004133864
UNIQLO
is a leading brand of the Fast Retailing Group, one of the largest apparel retailers in the world. UNIQLO respects the individuality and lifestyle of all customers and takes pride in creating high quality, long-lasting, innovative clothing at an affordable price. We are truly committed and determined to achieve our goals from our group’s mission: “Changing clothes, Changing conventional wisdom. Changing the world”. We believe through our customer’s voice we can achieve our ambitious development plan and improve the lives of people through clothes.
We are currently recruiting for a Workforce Manager as part of our Customer Services Team. Reporting into the Workforce Project Manager based in our central London office, you will be responsible for overseeing WFM for our EU Customer Services Centre, including resource planning, call forecasting and shift management, working closely with key stakeholders to secure SLA and optimise the utilisation rate ensuring excellent service for our customers. What you will be responsible for: Cost Management, monitoring the call centre reporting analytics, tracking employee and operational productivity and performance
Providing analysis of performance data and recommending strategic changes that will drive continuous improvement in the call centre’s performance
Managing the Customer Services Operations 10 direct reports and overseeing up to 60 indirect reports (flexing up to 180 in peak)
Maintaining high levels of call forecasting in a fast-paced industry utilising progress monitoring and reporting
Development and deployment of the right process to optimise the process of call forecasting and tracking
Developing the right organisation of WFM and assignment
Manage the shift schedule process and operate to maximise SLA and staff satisfaction,
Build real-time operation visualisation to improve the supervising operation efficiency
Maintain performance reports to track EU Customer Service team performance.
Attend and lead call forecast update meetings as well as performance review meetings Skills required: Have at least 3 years’ experience in workforce management . Have a good level of understanding for all our European markets and work together with the respective market,
Computer literate in like all Microsoft packages, google apps, Power BI tool and SQL with the ability to learn new skills
Strong leadership qualities that can motivate and guide a team, working effectively as part of a team, as well as external suppliers and providers
Able to lead by example
A passion for our brand and understands retail and general consumer buying behaviour
Adept at prioritising your own workload and deliver to tight deadlines, whilst maintaining attention to detail Knowledge of progress monitoring and reporting
High levels of numeracy, accuracy and attention to detail as well as good grammatical and spelling skills
A keen interest in websites and their functionality; ecommerce, email communication and online marketing. What we can offer you: 26 days holiday + 8 bank holidays
Staff Discount 30%
Global Profit Share Scheme
Employee Assistance Programme
Private Medical Care
Private Pension Scheme
Travel to work loan scheme Additional Benefits: Tea and coffee provided
Hybrid working, 2 days from home, 3 days in the office
Social events throughout the year
Seasonal Sample Sales
Volunteer Day – twice a year
Great Location - Close to transport links, underground Piccadilly and Oxford Street stations. Close by to shops
restaurants/bars/cinema
and gyms Please make sure you upload a CV as well as a portfolio in your application (if applicable). UNIQLO is an inclusive employer and we welcome applications from all profiles, regardless of age, race, gender, sexual orientation, disabilities or background.
We take data protection very seriously and understand the importance of protecting your privacy and Personal Information. For the recruitment process, you can find the applicable privacy policy on our site:
#LI-Hybrid
Uniqlo is a modern Japanese company that inspires the world to dress casually.
Uniqlo has enjoyed strong growth by offering high-quality casual wear at reasonable prices based on its SPA (Specialty Store Retailer of Private Label Apparel) business model, which spans product design, manufacture, distribution and retail.
The first Uniqlo store opened in 1984 in Japan. Uniqlo now has more than 1700 stores and worldwide operations, including the U.K., China, Hong Kong, South Korea, the United States, France, Singapore, Russia, Taiwan, Malaysia, Thailand, Germany, Belgium and Australia.
Part of the Fast Retailing group, Uniqlo is truly determined to achieve the goals in the group's mission statement: "Changing clothes. Changing conventional wisdom. Change the world." and to become the #1 Retail Apparel Group in the world.
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