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Workforce Supervisor - Network Operations Center (NOC)

Location: Columbus, OH, United States -
Job ID: 1105124
Customer Care Salary Positions
Job Type: Full-Time
Date Updated: Jul 8, 2021

Workforce Supervisor - Network Operations Center (NOC)

The Workforce Supervisor will drive Customer Care network performance for domestic, near shore and off shore operations. This position will support Staffing, Real Time, Issue Tracking, and Associate Attendance within the JCPenney Columbus Call Center.

Primary Responsibilities:

  • Utilizes volume forecasts for all lines of business to create thoughtful staffing plans
  • Drives shift model analysis and decision making
  • Constructs sustainable real time adherence plans
  • Monitors daily business needs and takes appropriate action to align work with agents while supporting needs of internal and external customers
  • Manages unplanned absence strategic plan and execution
  • Establishes challenging but attainable issue tracking goals
  • Communicates feedback effectively to constantly improve process
  • Leads team of 25 Associates to achieve success in a collaborative and trusting environment
  • Provides associates with guidance in handling complex problems and works with other functional areas in resolving escalated complaints or disputes

Core Competencies & Accomplishments:

  • Ability to think critically, manage execution, drive performance, lead change, and take initiative
  • Advanced knowledge of workforce management tools and methodologies
  • Demonstrates strong interpersonal skills
  • Cross-functional enterprise understanding and the ability to lead cross-functional projects
  • Analytical and strong decision-making skills
  • Ability to maintain confidentiality
  • Strong verbal and written communication 
  • 2+ years of years of related business experience in customer care workforce operations or equivalent
  • 2+ years of leadership experience managing employees
  • Advanced user of Microsoft Office Tools
  • Experience with Cisco, Calabrio, and SQL preffered

What you get:

We offer a competitive benefits package including medical/dental/vision, term life insurance, paid vacation/holidays, 401(k) Savings Plan with company match, and an associate discount on JCPenney merchandise.

About JCPenney: 

JCPenney proudly serves customers at more than 650 stores across the United States and Puerto Rico, and at the Company’s flagship store, jcp.com. JCPenney is one of the nation’s largest retailers of apparel, home, jewelry, and beauty merchandise with a growing portfolio of private and national brands. Guided by the Golden Rule, JCPenney employs more than 60,000 associates worldwide and has served customers for over 119 years, playing a vital role in the communities it serves. For additional information, please visit jcp.com and follow JCPenney on FacebookInstagram, and Twitter. 

For more opportunities to join our team please visit our careers page. 

Job Title: Workforce Supervisor - Network Operations Center (NOC)
Location: Columbus, OH, United States -
Job ID: 1105124

J.C. Penney Company Inc.
Plano, Texas

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