This position is responsible for leading key projects for the
relationship center and has direct leadership/oversight of the all
forecasting, staffing, real time operations adherence, reporting,
and third party vendor management. The role will oversee all
operational data mining and assist in providing conclusions and
recommendations to the leadership team based on data findings to
support strategic business initiatives and drive optimal
performance impact for the Relationship Center team. This position
will partner on hiring strategy and facilities space management.
This person will partner across the relationship center
functions to complete projects that drive towards a next generation
Responsible for the labor budget planning & execution, headcount
management, and staffing models for service scenarios.
Support decision making capabilities for business needs by
forecasting future requirements for reporting and scheduling to
achieve business results.
Develop and implement operating mechanisms to provide forward
looking insight into customer response to Sleep Number products,
services and support including designing and implementing metrics
to measure effectiveness.
Develop and implement strategies related to effective staffing
and scheduling, reporting and ad hoc project initiatives to
positively impact overall customer experience in the relationship
Oversee forecasting, scheduling, real time adherence and
reporting functions and assist in identifying trends and developing
programs to address gaps via quality management and front line
customer interactions (including chat).
Execute monthly reporting for business reviews, ad hoc analysis,
and develop presentations to socialize Relationship Center
strategy, spend and result
Completes core management responsibilities (i.e. reviews,
disciplinary action, recognition, hiring, on-boarding, etc.) in a
thoughtful and timely manner. Provides coaching and
assistance on these processes for direct reports as well as
developing direct reports and providing leadership guidance.
Other responsibilities as assigned.
5+ years analytics management experience required, 2+ years
driving technical and communications projects
5+ years experience managing projects
BS/BA in Business Management or Administration required,
preferably in a technical or financial capacity. MBA or advanced
Knowledge of and experience in producing work schedules
Strong ability to analyze data; derive conclusions from data,
build tactical plans to resolve core problems, and communicate the
strategy with solutions to multiple levels of leadership
Able to determine root causes of issues and motivate a solution
via direct, indirect and cross- functional team members
Demonstrated ability to build cross-functional relationships and
Superior communication and diplomacy skills with diverse groups
of people, including customers, colleagues, executives and direct
Ability to both lead teams and act as a strong individual
contributor to cross-functional teams
Strong leadership, coaching, team building and people
Excellent written and oral communication skills; experience in
creating presentations and presenting to Senior Leadership
Ability to prioritize tasks, meet deadlines and work
independently in a fast paced environment
Able to work under pressure and effectively manage stress