Customer Service Resource Planner

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

• 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

• 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