Job Description
Responsible for administering intraday workforce management processes in support of operations to achieve the business objective of achieving business service level objectives and maximizing efficiency and occupancy. Contribute to achieving service level goals by real-time management of call center resources. Providing leadership teams with timely, accurate reports on intraday performance and impacts.
A day in the life…
- Monitor real-time adherence to schedules for call center associates by Aspect eWFM. Monitor intraday outages, staffing shortages and other unplanned events. Follow standard operation procedures to ensure consistent handling of activities
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Engage with floor managers on any deviations from schedules including lates, leave early, absences, etc.- Communicate effectively with internal and external customers in accordance with the company’s policies, procedures, guidelines and common practices.
- Provide Service Level reporting, performance, and tactical action reporting
- Attend weekly and daily staffing review meetings with management and forecast/scheduling analysts
- Stay current on internal policies and procedures
You own this if you have…
- Proficient with time management
- 2+ years of solid call center experience or 1+ year workforce management experience required
- Ability to plan, prioritize and organize effectively and meet deadlines / detail-oriented
- Proficient in MS Office
- Experience working with one or more workforce management systems such as EWFM, IEX strongly desired
- Ability to work in a team oriented environment including shared workload responsibilities
We’ve got you covered…
Our employees are our most important asset and that’s reflected in our benefits. Nordstrom is proud to offer a variety of benefits to support employees and their families, including:
- Medical/Vision, Dental, Retirement and Paid Time Away
- Life Insurance and Disability
- Merchandise Discount and EAP Resources
A few more important points...
The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive. There may be additional duties, responsibilities and qualifications for this job.
Nordstrom will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
Applicants with disabilities who require assistance or accommodation should contact the nearest Nordstrom location, which can be identified at www.nordstrom.com.
© 2022 Nordstrom, Inc
Current Nordstrom employees: To apply, log into Workday, click the Careers button and then click Find Jobs.
Pay Range Details
The pay range(s) below are provided in compliance with state specific laws. Pay ranges may be different in other locations.
Colorado: $18.75 - $31.00 Hourly, Nevada: $18.75 - $31.00 Hourly, New York: $18.75 - $37.50 Hourly, Washington: $18.75 - $37.50 Hourly
