The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 8,500+ colleagues of 90 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity.
The aim of the Client Relations Centre is to provide an outstanding experience to our clients. We do this by focusing on building client relations, being service minded and solution oriented. We are proactive, informed, passionate and caring.
As Cartier Client Relations Workforce Management Specialist, reporting to the CRC Operations Manager you will be responsible for overseeing WFM for our EU Client Relation Centre, including resource planning, contacts forecasting and shift management.
This new position will be the backbone of the operating model for a dynamic and growing organization of 80 + ambassadors managing calls, emails, social networks, live chat and soon WhatsApp to deliver best in class service for clients across Europe (24 countries, 12 languages), 7 days a week.
How will you make an impact?
Produce interactions volume forecasts on a daily, weekly, monthly and annual basis for all European markets and taking into account all channels (phone, email, social media, …)
Generate and evaluate staffing schedules and ensure data updates into scheduling system. Generate short and long-term staffing models and provide recommendations based on analysis to ensure the right number of staff to handle all the traffic. Manage the shift schedule process and operate to maximize SLA, staff satisfaction and wellbeing.
Compare results to forecast and identify opportunities for improvement.
Build real-time operation visualization to improve the supervising operation efficiency.
Provide regular performance reports to Management and collaborate closely with Team Leaders to validate and adapt the scheduling.
Maintain constant communication with Top Management teams to coordinate needed staffing adjustments based on current and forecasted results to build a strong capacity planning
Build on the WFM tool with new features to optimize and maintain a high productivity in employees.
Experience of operational analytics, workforce planning, capacity modelling, customer service operations or equivalent business experience advantageous.
Strong IT and data management skills – highly competent in Microsoft Office applications (Excel, PowerPoint) and WFM systems (Calabrio, …).