Customer Care Manager, Workforce Management

Overview

Coach is a global fashion house founded in New York in 1941. Inspired by the vision of Creative Director Stuart Vevers and the inclusive and courageous spirit of our hometown, we make beautiful things, crafted to last—for you to be yourself in. Coach is part of the Tapestry portfolio – a global house of brands committed to stretching what’s possible. A member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive.

Job Title:
Workforce Management Manager, Customer Care

The Workforce Management Manager, Customer Care will lead a team of Real-Time Adherence (RTA) coordinators and oversee performance across internal and BPO contact center sites. This role is responsible for end-to-end WFM functions including forecasting, scheduling, real-time monitoring, reporting, and system management, ensuring optimal staffing and service level achievement across all channels.

The successful individual will leverage their proficiency in Customer Care Workforce Management to…

• Own the forecasting and scheduling process for internal teams and BPO partners, ensuring alignment with business volume and staffing needs.
• Collaborate with operations and training to validate forecast assumptions and staffing models.
• Monitor intraday performance and adjust staffing plans to maintain service levels.
• Lead and develop a team of RTA coordinators responsible for real-time adherence, skilling, and intraday adjustments.
• Ensure timely response to staffing variances, call volume spikes, and adherence issues.
• Provide coaching and support to RTA team members to drive performance and consistency.
• Serve as the WFM point of contact for BPO sites, ensuring compliance with SLAs and contractual standards.
• Conduct weekly performance reviews and partner with vendor leadership to address gaps and optimize workforce strategies.
• Administer and optimize WFM tools and platforms.
• Partner with IT and vendor teams to troubleshoot system access issues and implement enhancements.
• Ensure data integrity and system accuracy across all WFM processes.
• Develop and maintain dashboards and reports to track key metrics such as adherence, occupancy, shrinkage, and service levels.
• Analyze performance trends and provide actionable insights to leadership.
• Support business reviews and strategic planning with data-driven recommendations.
• Foster a fun high-performance culture within the WFM team.
• Collaborate cross-functionally with Operations, Training, and Quality to support business initiatives.
• Communicate effectively with stakeholders at all levels to ensure transparency and alignment.

The accomplished individual will possess…

• Excellent analytical, communication, and leadership skills.
• Bachelor’s degree in Business, Operations Management, or related field (or equivalent experience).
• 5+ years of experience in Workforce Management within a retail contact center environment.
• 2+ years of experience managing RTA teams and/or BPO vendor relationships.
• Strong proficiency in Microsoft Office applications, and WFM tools and systems.
• Ability to manage multiple priorities in a fast-paced environment.

An outstanding professional will have…

• Experience in multi-site and multi-channel contact center environments.
• Advanced Excel skills and familiarity with data visualization tools (e.g., Tableau, Power BI).
• Direct experience with NICE IEX and NICE IVR Studio.
• Knowledge of call center KPIs and performance metrics.

Our Competencies for All Employees

• Courage
  :
  Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
• Creativity
  :
  Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
• Customer Focus
  :
  Is dedicated to meeting the expectations and requirements…