Workforce Manager Customer Services

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before you can apply for a job. 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 performanceProviding analysis of performance data and recommending strategic changes that will drive continuous improvement in the call centre's performanceManaging 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 reportingDevelopment and deployment of the right process to optimise the process of call forecasting and trackingDeveloping the right organisation of WFM and assignmentManage the shift schedule process and operate to maximise SLA and staff satisfaction,Build real-time operation visualisation to improve the supervising operation efficiencyMaintain performance reports to track EU Customer Service team performance.Attend and lead call forecast update meetings as well as performance review meetingsSkills 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 skillsStrong leadership qualities that can motivate and guide a team, working effectively as part of a team, as well as external suppliers and providersAble to lead by exampleA passion for our brand and understands retail and general consumer buying behaviourAdept at prioritising your own workload and deliver to tight deadlines, whilst maintaining attention to detail Knowledge of progress monitoring and reportingHigh levels of numeracy, accuracy and attention to detail as well as good grammatical and spelling skillsA keen interest in websites and their functionality; ecommerce, email communication and online marketing.What we can offer you:26 days holiday + 8 bank holidaysStaff Discount 30%Global Profit Share SchemeEmployee Assistance ProgrammePrivate Medical CarePrivate Pension SchemeTravel to work loan schemeAdditional Benefits:Tea and coffee providedHybrid working, 2 days from home, 3 days in the officeSocial events throughout the yearSeasonal Sample SalesVolunteer Day - twice a yearGreat Location - Close to transport links, underground Piccadilly and Oxford Street stations. Close by to shops restaurants/bars/cinema and gymsPlease 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: Create a job alert and receive personalised job recommendations straight to your inbox.
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