Nike Workforce Management & Optimization Manager - North America Consumer Services in Portland, Oregon

Become a Part of the NIKE, Inc. Team

NIKE, Inc. does more than outfit the world's best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At Nike, it’s about each person bringing skills and passion to a challenging and constantly evolving game.

Like any winning team, Nike’s Corporate Functions team depends on a diverse set of skills to operate at peak performance. Those skills span many disciplines across Nike’s Corporate Functions, including Facilities, Child Development, Administrative Support and Aviation. While roles range from pilots to security specialists to teachers, one thing remains constant: the teams deliver exceptional experiences and services at Nike locations around the world.

Description

Manager of Workforce Management & Optimization

Service is at the core for Nike Consumer Services and our mission is to; Serve and Enable all Athletes* to reach their potential through Expert Solutions and Premium Experiences. To further drive this vision and enable the our teams, we are undergoing an initiative to enhance our customer service centers through workforce management capabilities and optimization. We are looking for a capable, talented and experienced WFM manager to add to our team in Beaverton, Oregon. The successful candidate will perform all senior level workforce activities with our 3 rd party call center operations and to analyze and forecast resource planning needs based on business objectives. Work is performed under direction from the Senior Manager of Vendor Operations with regular supervision and management over remote personnel.

Key Responsibilities of this position include, but are not limited to:

  • Analysis and management of data provided from staff to trend and forecast required resources necessary to meet business objectives.

  • Reviews and analysis of contact center trends, including call volume, call patterns, staff productivity, attrition rates, resource allocation etc. to maintain appropriate staffing levels across sites.

  • Reviews & approves all staffing plans, ramp plans, and new hire classes based on forecasted needs.

  • Produces high level plans the required training and meetings as appropriate to maintain service levels.

  • Ensures that all vendors are following consistent best practices in terms of scheduling, seating, and real-time management.

  • Participates & helps lead the forecasting process as well as distribution of forecasts to each vendor.

Qualifications

Minimum Requirements/Core Competencies:

  • College degree, B.A. or equivalent.

  • 5-10 years experience working in a contact-center environment.

  • 3-5 years experience in the WFM field, including forecasting, scheduling, reporting, and real-time management (RTA).

  • The ability to thrive in a fast-paced, demanding environment.

  • Exceptional verbal & written communications skills.

  • Proficiency with the MS Office Suite of tools (Excel, Word, etc.).

  • Expertise with at least one or more of the following WFM tools: IEX, NICE, or Aspect eWFM

  • A solid understanding of all common WFM & Call Center metrics such as: Service Levels, ABA rates, AHTs, ErlangC etc.

  • The ability to take the lead in managing a multi-vendor, multiple-location agent workforce of +/-1000 FTEs.

  • A data-driven & process-improvement mindset & attitude.

  • The ability to perform gap analysis, identify business problems & provide solutions to the business.

  • Ability to relocate to the greater Portland, OR area – position is on-site @ Nike WHQ

Successful candidates should also have:

  • The ability to read, understand, & possibly help to negotiate current & future MSAs & SOWs.

  • Familiarity with disaster recovery processes & the ability to help create proper documentation for same.

  • Current knowledge of call center best practices, centers of excellence & up-to-date KPIs

  • A high level of competency to draw conclusions from raw data & make corrections based on the numbers.

  • Demonstrated abilities to persuade/influence people from a diversity of backgrounds &/or opinions.

  • Prior experience co-ordinating call volumes to multiple vendors based on agreed-upon distribution of workload.

  • Ability & desire to learn new systems & proficiency in implementation of new/unfamiliar software tools.

  • Demonstrates the ability to plan for, complete, and implement assignments and responsibilities in a timely manner.

Qualifications

Minimum Requirements/Core Competencies:

  • College degree, B.A. or equivalent.

  • 5-10 years experience working in a contact-center environment.

  • 3-5 years experience in the WFM field, including forecasting, scheduling, reporting, and real-time management (RTA).

  • The ability to thrive in a fast-paced, demanding environment.

  • Exceptional verbal & written communications skills.

  • Proficiency with the MS Office Suite of tools (Excel, Word, etc.).

  • Expertise with at least one or more of the following WFM tools: IEX, NICE, or Aspect eWFM

  • A solid understanding of all common WFM & Call Center metrics such as: Service Levels, ABA rates, AHTs, ErlangC etc.

  • The ability to take the lead in managing a multi-vendor, multiple-location agent workforce of +/-1000 FTEs.

  • A data-driven & process-improvement mindset & attitude.

  • The ability to perform gap analysis, identify business problems & provide solutions to the business.

  • Ability to relocate to the greater Portland, OR area – position is on-site @ Nike WHQ

Successful candidates should also have:

  • The ability to read, understand, & possibly help to negotiate current & future MSAs & SOWs.

  • Familiarity with disaster recovery processes & the ability to help create proper documentation for same.

  • Current knowledge of call center best practices, centers of excellence & up-to-date KPIs

  • A high level of competency to draw conclusions from raw data & make corrections based on the numbers.

  • Demonstrated abilities to persuade/influence people from a diversity of backgrounds &/or opinions.

  • Prior experience co-ordinating call volumes to multiple vendors based on agreed-upon distribution of workload.

  • Ability & desire to learn new systems & proficiency in implementation of new/unfamiliar software tools.

  • Demonstrates the ability to plan for, complete, and implement assignments and responsibilities in a timely manner.

NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.

NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Job ID: 00395368

Location: United States-Oregon-Portland

Job Category: Corporate Functions, Corporate Services