Supervisor, Workforce Planning

We inspire purpose-filled living that brings joy to the modern home. With a team of more than 8,000 associates spanning 130 store and distribution locations across the U.S. and Canada, we achieve together, drive results and innovate to inspire. Drawn together by a shared passion for our customers and a spirit of fun, we deliver high-quality home furnishings that are expertly designed, responsibly sourced and bring beauty and function to people’s homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is nearly 60 years in the making—and our story is still unfolding.

We’re here for it. We think you should be too. We’re looking for a driven professional with an inclusive mindset to join our team as a Supervisor, Workforce Planning.

We at Crate and Barrel care a lot about helping our customers love how they live in the m oments that matter. Being a part of our Customer Contact Center l means you are passionate about delivering excellent service with every interaction, and excited to learn and share expertise about our wide range of products with customers who haven’t had the chance to experience them in person. You’ll help some of our 1.6 million customers connect with the perfect item for their home. As part of the team here, you will be committed to making the ordinary extraordinary for our customers.

Responsibilities:

Ensure the professional development of each of the workforce specialists and planners. Including coaching, performance and dependability.

Build relationships with the operational leaders specifically the managers, supervisors and team leads.

Drive real time strategies including reskilling and prioritizing work flows to meet Customer Service Center KPI’s.

Provide daily reporting to the leadership team which would include key indicators such as call drivers, handle time and forecast comparisons, day of week comparisons, absenteeism trending, as well as other unique behaviors and drivers.

Coordinate with leadership teams to schedule offline activities to balance ASA and SL while also ensuring that off-line priorities are met.

Collaborate on the interval/daily/weekly/monthly plan with the workforce manager to present to the operations team identifying upcoming opportunities and challenges.

Qualifications:

Ability to drive high performance work teams

Experience and understanding of staffing, queues, and performance measurement

Adept at managing multiple priorities and tasks in a fast-paced environment

Strong written and verbal communication skills with the ability to drive and effectively communicate change

Good reasoning abilities and sound judgment. Tactful, flexible and people oriented

Communication and interpersonal skills

Ability to work in a team environment

Ability to act and drive a sense of urgency to ensure both internal and external customers are served in a timely manner.

Ability to motivate and lead through tactical leadership built from strategic vision

Strong ability to analyze call trends and take appropriate action

Must be available to work any shift any day

3 years previous Contact Center or workforce planning experience

High school diploma/GED or equivalent

The job description and other aspects of the job listed on this job posting should not be construed to contain every function/responsibility that may be required to be performed by an associate in this job. Associates are required to perform other related functions as assigned.

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Euromarket Designs, Inc., which does business as Crate and Barrel and CB2, will be referred to as “the Company”. The Company is deeply committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact the location you are applying to here and ask to speak with a manager regarding the nature of your request. The Company is an equal opportunity employer; applicants are considered for all positions without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, gender identity, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law. The Company participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the US. State / City Compliance: The Company will consider for employment qualified applicants with criminal history, including arrest and conviction records, in accordance with the Los Angeles Fair Chance Initiative for Hiring and the San Francisco Fair Chance Ordinance.