Job Description

Job Title
Workforce Manager
Job Description

We have a wonderful opportunity to join our CITY Furniture Customer Care team. As the Workforce Manager, the primary function of this position is to partner with the management team to share the responsibility for meeting service level and response time objectives across all contacts channels. This position is also responsible for ensuring effective and efficient utilization of resources. The Workforce Manager plans, organizes, and manages the workload through accurate forecasts, staff calculations, analytics, schedules, and management reports.

Your career will begin with a detailed new hire orientation, a welcome lunch with your leader, a personalized initial training plan, and a personalized development plan to help you reach your career goals.

The ideal Workforce Manager is looking to build a career. With over 30 City Furniture and Ashley Home Store locations throughout Florida, City Furniture continues to be recognized as the top furniture company in South Florida and in the top 30 nationwide. With planned local growth, plus growth in new markets over the next several years, the City Furniture team is excited about the future. Join our fun, family-spirited team to build a long-lasting career at a company that will continue to challenge, develop, and appreciate its Associates.

Join our CITY family and work for a company that is focused on caring for its Associates and customers, and who is consistently rated over a 4.0 on Glassdoor.

 

Benefits:

  • Comprehensive Health Insurance Package
  • Free Onsite Health Clinic (Tamarac)
  • 401k with employer match
  • Associate Discount Program
  • Onsite Cafeteria (Tamarac)
  • Tuition Reimbursement
  • Paid Vacation starting at 6 months
  • Paid Sick Time
  • Promote-from-within culture, with a lot of opportunities to grow
  • And MANY more
Job Requirements

Qualifications Required

Education - Bachelor’s Degree (any field) or equivalent combination of education required

Work Experience -

  • Strong preference for NICE IEX Work Force Management (WFM) software knowledge. Relevant experience using competing WFM applications in an advanced capacity will be considered.
  • Three (3)- four (4) years of contact center experience using industry leading Automatic Call Distribution
  • Managing contact volumes 200+ agents
  • Comfortable using forecasting tools/methods such as: Erlang Conversion, Historical Averages, Ratios.
  • Familiarity with resource allocation
  • Queuing principles: Handling multiple media types and skills.

 

  • Computer Knowledge and Skills - List the computer programs and software applications that are required for this position below:
  • Work Force Management Applications, specifically NICE IEX WFM
  • Microsoft Office - Outlook, Word, Excel, and PowerPoint
  • InContact CXOne
  • ClearView or other Visual Dashboard for Call Centers

 

Other Licenses and Certifications

  • Valid Florida Driver License Required

 

Location
City Furniture - Call Center - Tamarac, FL 33321 US (Primary)
Shift Type
Regular Business Hours

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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