Manager, Performance & Operations

Location: Parsippany, NJ (07834)
Company: Tiffany & Co.
Industry: Retail
Job Type: Full Time
Posted: 6 days ago

Tiffany & Company is actively seeking a data-driven Performance and Operations manager to join our growing Client Contact Center team. The mission is to drive sales performance and excellent client service levels, while continuously improving productivity & effectiveness. The Client Contact Center Performance & Operations Manager will lead strategic resource planning, performance reporting & insights, back-of-house operations, as well as tech & innovation projects.

Reporting to the Director of the Client Contact Center, and leading a team of 10+

Key Accountabilities:

Resource planning and performance tracking

  • Forecast volume of activity and plan resources accordingly at the annual/monthly, and weekly/daily level.
  • Track sales, productivity, and service level performance to continuously adjust and optimize staffing and scheduling.
  • Share sales, productivity, and service level reports and insights with team leads to enable them to track performance vs. Goal. Support them in identifying gaps.
  • Conduct deep dives on sales, service levels, productivity as needed to understand drivers of over-/under-performance and translate them into actions.
  • Identify major client and market trends to inform future resource and capability needs.
  • Partner with Finance to plan and track FTEs and budget.

Tools and project management

  • Is the business owner of the workforce management tool (Verint)
  • Partner with IT to build and run simple reports and Power BI tool to support the client-facing teams
  • Act as business lead and PoC for network and infrastructure enhancements
  • Innovation and technological watch

Scheduling and Operations

  • Lead scheduling
  • Lead the operations team that execute back-office activities in support of all client-facing teams: returns, backorders, product flows and logistics.

Required Qualifications:

  • BA/BS Degree required
  • 7+ years of experience in resource planning/workforce management in a Contact Center or Client Services team
  • Experience with workforce management tools and Contact Center software (CCaaS)
  • Data-driven and analytical. Experience handling multiple and large datasets. Proficient in Excel
  • Excellent verbal and written communications skills

Preferred Qualifications:

  • Experience with Verint
  • Retail & Luxury experience


Web Reference : AJF/358527649-202
Posted Date : Thu, 23 Jun 2022

Please note, to apply for this position you will complete an application form on another website provided by or on behalf of Tiffany & Co.. Any external website and application process is not under the control or responsibility of IT JobServe

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