Posted On: 3-12-2015
Position Title: Vice President, Sales Service
Job Location: New York, New York
Position Title: |
Manager- Workforce Management |
Department: |
Direct Sales |
Date: 11/07/14 |
Reports To: | Vice President, Sales Service | Cost Center: | ||
Submitted By: | Laura Benner | Submitter’s Title: | HR Director | Comp dept use only |
Phone Number: | 6675 | Location: | 200 Fifth Avenue | Job code: |
Please select: | New Position | Position Update |
Position Overview
Provide a brief outline of the purpose of the position. Consider how the position supports the overall goals of Tiffany & Co. |
The Manager- Workforce Management develops and forecasts schedules, oversees intra-day scheduling and manages the reporting function for the call center. This Manager delivers short and long term forecasts packages and interprets business trends.
|
Key Accountabilities
Provide a description of the key accountabilities that the position is responsible for. Estimate the percentage of time to be spent on each accountability, totaling to 100%. Indicate whether each accountability is critical or necessary. |
||
Key Accountabilities | % of Time |
Importance |
|
30% | Critical
Necessary |
|
30% | Critical
Necessary |
|
20% | Critical
Necessary |
|
20% | Critical
Necessary |
|
Critical
Necessary |
|
|
Critical
Necessary |
Performance Measures | |
Identify any metrics or indicators used to measure performance in this role (e.g., % of sales plan, units handled per hour, safety incident rate) |
Tiffany Competencies
Indicate the level of importance of each Tiffany Competency, as required for this position. |
|||||||
Factor | Competency
For definitions, see website |
Essential |
Very Important |
Important |
Relevant |
Less Relevant |
|
Credibility | Demonstrates Character
|
||||||
Displays Professionalism
|
|||||||
Models Agility | |||||||
Expertise & Judgment | Demonstrates Expertise & Business Acumen
|
||||||
Applies Judgment
|
|||||||
Takes Calculated Risks | |||||||
Strategy & Innovation | Thinks Strategically
|
||||||
Inspires Creativity | |||||||
Plans and Organizes
|
|||||||
Partnership | Collaborates Productively | ||||||
Manages & Cultivates Talent | |||||||
Communicates with Impact
|
|||||||
Execution | Strives for Excellence
|
||||||
Delivers Results
|
|||||||
Measures Outcomes |
Scope of Role | ||
Financial Responsibility
Indicate the financial responsibilities and/or the annual budget / estimated revenue that the position will manage |
||
Management Scope
Indicate the number of direct, indirect and dotted-line reports that the position will manage |
# Direct:
# Indirect: # Dotted-line: |
1 |
Functional Scope
Select the applicable functional scope from the list and provide additional detail as applicable |
Detail: |
|
Geographic Scope
Select the applicable geographic scope from the list and provide additional detail as applicable |
Detail: |
|
Key Business Partners
Identify the positions or departments that are key business partners for this position |
Distribution, Business Sales, IT, Finance |
Required and Preferred Qualifications
Specify the number of years of job-related experience; type of degree, certification, licenses and any specific technical skills that are required or preferred. Indicate any specific attendance requirements (e.g. evenings and weekends). |
|
Required Qualifications: | Bachelor’s Degree and/or 5-7 years’ experience in contact center workforce management required
Knowledge of Call Center management best practices Strong functional analytical skills in a call center environment Strong knowledge of Microsoft applications including Outlook, Excel and Access with the ability to create and maintain database Strong knowledge of workforce management software a plus (preferably Injixo) |
Preferred Qualifications: | Experience with Injixo.
Masters in business administration. |
Health & Safety Requirements – Select the requirements from the items listed below (U.S. Only)
These are requirements as the position is typically performed. All requirements are within Tiffany & Co. guidelines for health and safety standards. Inability to meet one or more of these requirements will not automatically disqualify a candidate or employee from the position. Upon request for a reasonable accommodation, Tiffany & Co. may be able to adjust or excuse one or more of these requirements, depending on the requirement, the key accountability to which it relates, and the proposed accommodation. |
Physical Requirements
Vision | Pushing/Pulling (specify) | Standing/walking (specify) |
Color perception (Red, Green, Amber) | Bending (specify) | Sitting (specify) |
Clear Speech | Climbing (specify) | Kneeling (specify) |
Hearing/Listening | Crouching/stooping (specify) | Work at heights (specify) |
Touching
Dexterity Hand Finger |
Lifting/lowering weight (specify)
1-15 lbs 15-30 lbs 30 -50 lbs over 50 lbs |
Ability to move within and between warehouses/offices (specify) |
Repetitive Motion
Hand/wrist Elbow/shoulder |
Carrying (specify) | Ability to mount /dismount forklift/truck (specify) |
Reaching (specify) | Twisting (specify) | Driving
local long distance |
Cognitive Requirements
Reading – Simple
Reading – Complex |
Writing – Simple
Writing – Complex |
Math Skills – Simple
Math Skills – Complex |
Work Environment
Verbal contact w/others
Face-to-face contact |
Shift work (specify)
Overtime (specify) |
Heat (100+)
Cold (0 -) |
Noise |
Works alone
Works with others |
Inside
Outside |
Fumes/odors | High Places |
Travel (specify) | Hazardous Materials | Dirt/Dust |
Approval
|
||
Approved by:
Name: Position: |
Date: |
|