Manager, Performance & Operations- Client Contact Center

Position Overview:

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

The hiring range for this position ranges from $94,520.00 - $133,440.00. The rate of pay offered will be dependent upon candidates' relevant skills and experience.