Workforce Management Intraday Specialist

🔥 15 hours ago

🇺🇸 United States – Remote

💵 $19 - $43 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Nordstrom

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1901

🛒 Retail

👗 Fashion

🛍️ eCommerce

💰 Post-IPO Equity - Nordstrom on 2023-02

Retail • Fashion • eCommerce

Nordstrom is a leading U. S. -based high-end department store and fashion retailer offering a wide selection of clothing, footwear, accessories, beauty products, and home goods through its brick-and-mortar stores and online channels. The company emphasizes curated brands, customer service (including personal stylists and loyalty programs), and an omnichannel shopping experience combining in-store and e-commerce services like curbside pickup and returns. Nordstrom serves primarily individual consumers with premium and mid-to-high-end merchandise.

📋 Description

• Execute the WFM intraday playbook to deliver on planned performance targets and service level agreements • Monitor real-time adherence to schedules for care center associates, including outages, staff shortages, and unplanned events • Identify root causes of service level and occupancy failures using data-driven analysis • Track, update, and maintain real-time agent activities in the scheduling tool • Monitor, action, and report on intraday service level and occupancy • Partner with Customer Care leadership to address schedule deviations • Field and evaluate real-time requests for offline activities based on staffing position and business needs • Make real-time adjustments to Automatic Call Distribution and/or Customer Relationship Management profiles • Manage the associate call-in line or WFM mailbox and update schedules to reflect attendance events • Attend and/or lead daily and weekly staffing review meetings • Stay current on internal policies, procedures, and WFM best practices • Communicate with internal and external stakeholders • Perform additional duties and assignments as directed

🎯 Requirements

• 3+ years of call center experience or 2+ years of workforce management experience required • Experience with workforce management systems such as Aspect, IEX, or other systems • Proficiency in Microsoft Excel and other MS Office applications • Strong analytical skills with the ability to identify trends and act on data insights • Excellent time management, organizational, and prioritization skills • Ability to work independently and collaboratively in a fast-paced, high-pressure environment • Strong written and verbal communication skills • Demonstrated flexibility and adaptability to changing business needs • Ability to interact effectively with all levels of the organization • Regular, punctual, and consistent attendance is required • Bachelor’s degree preferred or equivalent work experience • Previous experience with ACD reporting tools is a plus

🏖️ Benefits

• Medical/Vision, Dental, Retirement and Paid Time Away • Life Insurance and Disability • Merchandise Discount and EAP Resources • Performance-based incentives/bonuses may be eligible • 401k • Medical/vision/dental/life/disability insurance options • PTO accruals • Holidays