With Resumé » Without Resumé »
Back to search results

Workforce Management Supervisor - Columbus, OH

Location: Columbus, OH, United States -
Job ID: 1109059
Customer Care Salary Positions
Job Type: Full-Time
Date Updated: Apr 18, 2022

Workforce Management Supervisor - Columbus, OH

Primary Responsibilities:
  • Drives Customer Care network performance for domestic, near shore and off shore operations
  • Supports staffing, real-time, issue tracking, and associate attendance
  • Utilizes volume forecasts for all channels (phone, email, chat, social media, case) and 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 difficult or complex problems and works with other functional areas in resolving escalated complaints or disputes

Core Competencies & Accomplishments:
  • Ability to think critically, manages execution, drives performance, leads change, and takes 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
  • Advanced user of Microsoft Office tools
  • Strong verbal and written communication
  • 2+ years of years of related business experience in workforce operations and customer care
  • 2+ years of leadership experience managing non-exempt employees
  • Experience with Cisco, NICE, Microsoft Office, and SQL preferred

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 is the shopping destination for diverse, working American families. With inclusivity at its core, the Company's product assortment meets customers' everyday needs and helps them commemorate every special occasion with style, quality and value. JCPenney offers a broad portfolio of fashion, apparel, home, beauty and jewelry from national and private brands and provides personal services including salon, portrait and optical. The Company and its 50,000 associates worldwide serve customers where, when and how they want to shop - from jcp.com to more than 650 stores in the U.S. and Puerto Rico. In 2022, JCPenney celebrates 120 years as an iconic American brand by continuing its legacy of connecting with customers through shopping and community engagement. Please visit JCPenney's Newsroom to learn more and follow JCPenney on Facebook, Instagram, Twitter and LinkedIn.

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

Job Title: Workforce Management Supervisor - Columbus, OH
Location: Columbus, OH, United States -
Job ID: 1109059

J.C. Penney Company Inc.
Plano, Texas

Share this Job




Talent Network

  • Alerts with new job opportunities that match your interests.
  • Receive relevant communications and updates from JCPenney.
  • Ability to share job opportunities with family and friends through Social Media or email.