Second Shift Contact Center Workforce Coordinator Job

Req #: 78284 
Location Name: Shoephoria! Customer Service Center, Columbus 
Department: Shoephoria! Customer Service Center 


At DSW, we believe in the power of shoes. We understand shoes bring out something great from within, and since 1991 we've been helping everyone feel the rush of finding that perfect pair. So when you work for DSW, you become a part of all that. A family whose core values are comprised of passion, accountability, collaboration, and humility. You become one of us, You become a Shoe Lover!


General Summary: Serve as back-up to Workforce Analyst to ensure efficient operations within the contact center (shoephoria!). Assist in carrying out the daily operational plan based on current workload and previous day results.


Essential Duties and Responsibilities:


  • Maintain a thorough understanding of contact center metrics and contact drivers.
  • Update information in Excel and ensure accurate data recordkeeping for the hourly/daily tracking report.
  • Understand operational reports and impact of recordkeeping.
  • Update/modify daily and weekly shoephoria! schedules in WFM(Workforce Management tool in Operation system application)  to ensure accuracy of time breaks and lunches  based on company policies
  • Enter adjustments or approve offline time leading into each week and day based on workload (back office or customer follow-up work)
  • Distribute back office work based on business need.  Communicate service level goal for each bucket of off-phone work that is required to be completed
  • Update systems with request from shoe lovers or internal business partners.
  • Maintain and organize manual process during a system outage.
  • Ensure manual orders are accurately recorded based on shoephoria! Policy.
  • Schedule training times in WFM, when requested.
  • Generate and distribute business recap during shift. 
  • Maintain the operations team hourly log which consists of our business metrics- Phone, Chat, Email Service level as well as Calls offered, Avg Handle Time, Abandon rate, Talk Time, Hold, After- Call Work (ACW) and Emails in Queue.
  • Address staffing requirement issues with shoephoria! center leadership to optimize daily shifts, by coordinating Voluntary Time Off (VTO) across the center and supporting any add hours request. 
  • Update attendance log based on receive calls or voicemails
  • Makes operational decisions based on established policies and procedures.
  • Maintain the Continuity of Business Plan ensuring contingencies exist to maintain operations in the department during conditions of emergency or disaster.
  • Support the on-boarding process of new associates, including new hire set up and maintenance in all WFM, current Operation systems.


Required Skills and Competencies:


  • Ability to effectively communicate to the staff and leadership business updates and system issues
  • Moderate Excel skills
  • Previous experience with Microsoft Outlook


Physical Demands:

  • Sitting
  • Standing



Minimum Qualifications


  • Minimum one year of customer service experience


Preferred Qualifications:

  • Retail customer service experience



  • High school diploma



Full time
Columbus, Ohio 43219, US