As the Manager, Workforce Management with Best Buy, you'll be responsible for collaborating with the Best Buy Customer Care (BBCC) operations, scheduling, finance and HR teams to manage the BBCC contact forecast and develop labor plans. You'll provide planning insight and direction to positively influence the customer experience, enhance profitability and drive key performance indicators (KPIs). You'll also provide labor decision support and performance management for BBCC, Finance and vendor partners.

This role is remote eligible, which means you would work virtually from home or another non-Best Buy location.

What you'll doDevelop long and short-range call center forecasts and capacity plans to support customer experience levels across all contact / call center lines of businessPartner with finance and various stakeholders to develop annual, quarterly and monthly budget plans, ensuring alignment with the financial targetsManage relationships across multiple external vendors including issuing forecast projections and labor targets, performance management, productivity and turnover analysisSummarize data and provide recommendations to corporate leaders, both verbally and in written presentationDevelop tools to enhance and optimize the business by developing KPI's and reporting methodologies to identify trends and performance opportunitiesNavigate through various systems and act as subject matter expert for Aspect and other call center labor planning systemsProvide leadership to include coaching, training and developing direct reports Basic qualifications2 years of call center workforce management and forecasting 5 years of experience in strategic business planning, financial analysis or analytics5 years of operations, demand planning or related business experienceIntermediate proficiency level with Excel and PowerPointPreferred qualificationsBachelor's degree in finance, business management, mathematics, economics or related field3 years of project management experience2 years of experience managing direct reports4 years of experience with WFM software (Aspect, NICE, Verint, etc.)4 years of metric driven call center experienceWhat's in it for you
We're committed to helping our people thrive at work and at home. We offer generous benefits that address your total well-being and provide support as you need it, especially key moments in your life.

Our benefits include:Competitive pay and PTO packageGenerous employee discountPhysical and mental well-being supportRobust benefit packageAbout us
As part of the Best Buy team, you'll help us fulfill our purpose to enrich lives through technology. We bring that to life every day by humanizing and personalizing tech solutions for every stage of life - in our stores, online and in customers' homes.

Our culture is built on deeply supporting and valuing our amazing employees who make it all possible. We're committed to being a great place to work, where you can unlock unique career possibilities. Above all, we aim to provide a place where you can bring your full, authentic self to work now and into the future. Tomorrow works here.™

Best Buy is an equal opportunity employer.

Position Type: Full timePandoLogic. Keywords: Customer Service Manager, Location: Minneapolis, MN - 55423