Job Description

Locations

• Austin, Texas, United States 78727

Salary

Skills Required

• leadershipintermediate
• team inspirationintermediate
• collaborationintermediate
• attention to detailintermediate
• customer experience prioritizationintermediate
• performance managementintermediate
• workforce schedulingintermediate
• workforce planningintermediate
• resource optimizationintermediate
• contact center operationsintermediate
• technology utilizationintermediate
• process improvementintermediate
• tool improvementintermediate
• project reviewsintermediate
• solutioningintermediate
• communicationintermediate
• vision communicationintermediate
• purpose communicationintermediate
• inclusive work environment fosteringintermediate
• diverse perspectives valuingintermediate
• meaningful engagementintermediate

Required Qualifications

• 7 years of experience in a Retail or contact center environment with 5 experience in Workforce Management (experience, 7 years)
• 3 years of leading a team or cross-functional partners (experience, 3 years)
• Experience with workforce tools (Aspect preferred) and data reporting platforms such as Tableau. (experience)
• Demonstrated ability to drive results and deliver high-quality execution, while effectively managing conflict to maintain team alignment and project momentum (experience)
• Strong analysis and problem solving (experience)
• Strong decision making skills and sound judgement with excellent written and verbal skills (experience)
• Demonstrates strong partnership skills by building trust, communicating clearly, and aligning stakeholder needs with organizational goals. Proactively collaborates across functions, manages expectations, and delivers on commitments to drive shared success. (experience)

Preferred Qualifications

• Effective presentation and communication skills including the ability to explain complex data and service level analysis with ability to influence and engage with senior leadership. (experience)
• Role models inclusive leadership behaviors and embraces their responsibility to build, develop, and retain diverse teams. Makes space to listen, learn, and amplify diverse perspectives and experiences. (experience)
• Possess a high degree of adaptability, demonstrating flexibility and resilience in response to changing work environments, shifting priorities, and unpredictable situations. (degree in response to changing work environments)

Responsibilities

• The ideal candidate is a passionate leader who inspires teams to align with RCC’s vision, drives results through collaboration and attention to detail, and prioritizes customer experience while fostering a positive, inclusive work environment. This role may require on-call availability, including some weekends and holidays. Key responsibilities include driving performance, clearly communicating vision and purpose, identifying and implementing process and tool improvements, participating in project reviews and solutioning, and cultivating a culture of retail excellence that values diverse perspectives and meaningful engagement.
• Responsible for leading a Workforce Management team, implement team’s strategies, and work towards achieving business objectives.
• Develop comprehensive strategies and operational procedures to effectively manage staffing, ensuring optimal execution and enhancing overall business performance.
• Offer strategic insights on staffing and scaling decisions by leveraging Workforce Management software and techniques to maximize resource utilization, and provide contextual analysis with actionable recommendations when performance targets such as service level are not met.
• Provide interval, daily, and weekly reporting on business performance attainment.
• Regularly assess and refine routing and skill development strategies to support alignment between operational objectives and management priorities, fostering mutual support and efficiency.
• Provide project management resources to coordinate intricate tasks on short- to medium-term projects. Develop staff with the requisite skills throughout the project lifecycle.
• Grow and develop a diverse team of high performing individual contributors to drive innovation and operational excellence.
• Role models inclusive leadership behaviors and builds, develops and retains diverse teams. Takes action to ensure a safe, respectful, and inclusive environment for all team members.

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