Workforce Analyst

Jacksonville, Florida, United States
Closing date
7 Jul 2023

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Customer Service

Job Details

We believe that difference sparks brilliance, so we welcome people and ideas from everywhere to join us in stretching what's possible.

At Tapestry, being true to yourself is core to who we are. When each of us brings our individuality to our collective ambition, our creativity is unleashed. This global house of brands - Coach, Kate Spade New York, Stuart Weitzman - was built by unconventional entrepreneurs and unexpected solutions, so when we say we believe in dreams, we mean we believe in making them happen. We're always on a journey to becoming our best, but you can count on this: Here, your voice is valued, your ambitions are supported, and your work is recognized.

A member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive. Visit Our People page to learn more about Tapestry's commitment to equity, inclusion, and diversity.

Job Title: WFM Analyst

Primary Purpose:

The Workforce Management Analyst is responsible supporting the Customer Care operations through curating and applying a library of processes and providing oversight of real-time volume management. This person will maintain open lines of communications with Team Leaders, Sr. Managers and Directors to effectively implement strategies pertaining to resource allocation. The ideal candidate will be results-oriented and have a proven track record of being an excellent decision maker and communicator.

Responsibilities will include, but are not limited to: Monitor contact center performance throughout the day, deliver insight into factors driving performance, react to staffing and volume changes, manage intraday volume and service level targets, maintain and update systems and reporting when needed.

The successful individual will leverage their proficiency in contact center operations to...
  • Monitor real-time performance metrics and ensure compliance with service level objectives
  • Make staffing and scheduling recommendations to the WFM team based on real-time and historical analysis
  • Identify and troubleshoot systems performance issues, escalating as necessary
  • Collaborate with WFM team to develop and implement and document effective strategies and processes
  • Analyze call center data to identify trends and patterns, making recommendations for improvements
  • Provide regular performance reporting and identify factors driving performance and improvement recommendations
  • Ensure compliance with all policies and procedures
  • Ongoing maintenance of user records, dashboards, reporting and telephony platform
  • Update schedules and time off
  • Attend weekly and daily staffing review meetings with management and forecast/scheduling team to present and review performance and risks for the appropriate period of time
  • Communicate identified intraday risks to management
  • Develop capacity plans that consider staffing levels, equipment availability, facility utilization, and other key factors that impact capacity
  • Communicate capacity planning and forecasting results and insights to key stakeholders in a clear and concise manner
  • Other duties as assigned

The accomplished individual will possess...
  • Strong analytical skills with the ability to analyze and interpret complex data
  • Strong organizational skills with ability to meet deadlines in an environment of constantly changing priorities
  • Experience with call center technology and software, including ACD, WFM, and CRM systems
  • Ability to work independently and as part of a team in a fast-paced environment
  • Strong attention to detail and ability to multitask effectively
  • Flexible schedule with the ability to work weekends and holidays if required
  • Develop a plan for adaptation within the business that aligns with business strategy of all stakeholders
  • Proficient in Microsoft Office applications
  • Superb customer service skills
  • Maintain schedule flexibility, including evenings, weekends, and holidays as dictated by business need
  • Ability to communicate well, both written and verbally, to all levels of management

An outstanding professional will have...
  • Bachelor's degree in a related field preferred
  • Minimum of 3-5 years of experience in a multi-channel, inbound contact center environment as a real-time analyst or similar role preferred
  • Strong knowledge of contact center operations; NICEinContact and Salesforce experience
  • Continuous improvement certification

Our Competencies for All Employees
  • Courage: Doesn't hold back anything that needs to be said; provides current, direct, complete, and "actionable" positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
  • Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
  • Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
  • Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
  • Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
  • Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
  • Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Our Competencies for All People Managers
  • Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
  • Developing Direct Reports and Others: Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
  • Building Effective Teams: Blends people into teams when needed; creates strong morale
    and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Tapestry, Inc. is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant's or employee's qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. #LI-JL3. Visit Tapestry, Inc. at

BASE PAY RANGE $55,000.00 TO $58,500.00 Annually
Click Here - U.S. Benefits Summary



Coach was founded in 1941 as a family-run workshop. In a Manhattan loft, six artisans handcrafted a collection of leather goods using skills handed down from generation to generation. Discerning consumers soon began to seek out the quality and unique nature of Coach craftsmanship. 

Now greatly expanded, Coach continues to maintain the highest standards for materials and workmanship. Coach’s exceptional workforce remains committed to carefully upholding the principles of quality and integrity that define the company. We attribute the prominence of the Coach brand to the unique combination of our original American attitude and design, our heritage of fine leather goods and custom fabrics, our superior product quality and durability, and our commitment to customer service.



Coach is a global leader in premium handbags and accessories. Building upon our strong brand and business equities, we are in the process of transforming from an international accessories business to a global lifestyle brand, anchored in accessories, presenting a clear and compelling expression of the Coach woman and man across all product categories, store environments and brand imagery. In addition, we are leveraging the global opportunity for Coach by raising brand awareness and building market share in markets where Coach is under-penetrated, through our directly operated businesses most notably in Asia and Europe.



Find Us
10 Hudson Yards
New York

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