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Young Living Essential Oils - Lehi, UT
posted 2 months ago
About the position
The Workforce Management (WFM) Manager at Young Living Essential Oils is responsible for overseeing the implementation, troubleshooting, and reporting/analytics for Customer Service Teams across all markets. This role involves collaborating with Global Member Services Managers to align systems implementation with strategic goals, leading a team of analysts to deliver insights through reporting on call center key performance indicators (KPIs), and supporting the integration of artificial intelligence (AI) technology in workforce management.
Responsibilities
- Oversee the implementation and rollout of Member Services systems, including documentation and training.
- Coordinate system upgrades with IT and Operations.
- Serve as a liaison with global customer service leaders for systems, reporting, and forecasting.
- Lead and manage a team of analysts in reporting and maintaining KPIs for U.S. and international markets.
- Focus on team leadership, building unity, fostering employee engagement, and upholding MS culture to drive collaboration and talent development.
- Improve reporting tools for accessibility and alignment with business needs.
- Manage vendor relationships to optimize WFM tools.
- Ensure cross-training of analysts on system tools and technologies.
- Provide ad-hoc reporting and analysis.
- Promote a positive, productive culture through leadership.
Requirements
- 3+ years of experience in product and project implementation.
- Proficiency in workforce management systems (e.g., Verint, NICE), data analytics platforms (e.g., Power BI, Tableau), and SQL.
- Demonstrated ability in managing cross-functional teams.
- Knowledge of best practices in contact center operations and WFM systems.
- Familiarity with AI integration in workforce management is a plus.
- Bachelor's degree in Business, IT, or a related field.
Nice-to-haves
- Experience in implementing AI solutions for workforce optimization.
- Previous leadership roles in a contact center environment.
Benefits
- Paid holidays
- Dental insurance
- 401(k)
- Life insurance
