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Columbia Sportswear Company Real Time Workforce Specialist in Portland, Oregon

Real Time Workforce Specialist

Full time Portland, OR US May 13 2022

OUTGROWN YOUR OWN BACKYARD? COME PLAY IN OURS.

At Columbia, we’re as passionate about the outdoors as you are. And while our gear is available worldwide, we’re proud to be based in the Pacific Northwest, where natural wonders are our playground.

Every product we make and every task we undertake is inspired by the famous words of our founder Gert Boyle: “It’s perfect. Now make it better.” As pioneers of relentless improvement, we are constantly evolving.

We believe the outdoors is ours to protect and strive to keep our planet healthy. We believe in empowering people to experience the outdoors to the fullest.

And we believe in you.

ABOUT THE POSITION

The eCommerce team powers our US and Canada Columbia.com sites as well as our Customer Care Center. From merchandising and marketing to product management and technology, the consumer is at the center of everything we do. And, the eCommerce team is known for the relentless improvement of the customer experience-always striving for a better, faster, easier experience.

Columbia is looking for a Real Time Workforce Specialist to oversee intraday contact center performance. This will include responsibility for monitoring and reporting on agent schedule adherence in real-time using real-time adherence software and ACD real-time displays. The specialist will be responsible for tracking metrics and creating/manipulating reports within Excel and SharePoint, revising agent work schedules, developing, and maintaining reports, and supporting the business via analytics and ad-hoc reporting. This role works closely with our Leadership team to ensure service level and operational goals of the contact center are achieved.

HOW YOU’LL MAKE A DIFFERENCE

  • Use WFM software and call volume history to monitor contact volume to manage intra-day staffing levels (short-term) and in collaboration with the Operations, and Management team to execute system modifications (e.g., break management, schedule updates, and skillset changes) and/or issue procedural notifications based on trigger events (e.g., average handle time (AHT), volume, absenteeism, etc. for longer-term improvements.

  • Support workforce analyst to manage intraday performance to meet or exceed SLA and KPI targets

  • Manage call center staffing through time-off requests, voluntary time off, and mandatory overtime.

  • Assess availability for training, special projects, and other functions.

  • Monitor real-time adherence to schedules for call center employees.

  • Compiles and analyzes data on center operations; prepares reports and makes recommendations for improvements.

  • Manage agent attendance and call-in procedures.

  • Updates workforce management software to reflect accurate intraday projections and provide recommendations on intraday staffing needs.

  • Maintains databases, files, and records.

  • Performs other duties as assigned.

YOU ARE

  • Intermediate to expert in Microsoft Excel, PowerPoint, and Outlook.

  • Able to work independently with minimal supervision.

  • Organized with strong time management skills.

  • Able to make decisions in various situations and operate independently with discretion.

YOU HAVE

  • A high school education or equivalent combination of experience.

  • One year experience in a call center environment and familiarity with Workforce functions.

  • Basic call center specific software and application knowledge including ACD, ticketing, and workforce management. Specific knowledge of inContact, Zendesk, 24[7], or NICE/IEX is a plus.

  • Excellent written and verbal communication skills.

To learn more about our hiring process during COVID-19, click here .

#LI-HS1

Columbia Sportswear Company and our portfolio of brands, including Columbia, SOREL, Mountain Hardwear and prAna, know a thing or two about adventures. After all, we've been on one since 1938, working to perfect the art of enjoying the outdoors. Behind everything we make is an employee who's found that the greatest adventure starts with joining a company that strives to do the right thing.

This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position’s scope and function in the company.

At Columbia Sportswear Company (CSC), we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, military and veteran status, and any other characteristic protected by applicable law. CSC believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. All employment is decided on the basis of qualifications, merit, and business need.

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