Manager, WFM Customer Care

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

Primary Purpose:

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 of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.
• Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
• Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
• Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Our Competencies for All People Managers

• Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
• Developing Direct Reports and Others: Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
• Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Coach is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant’s or employee’s qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. Visit Coach at www.coach.com.

General Description of All Benefits: Our company offers a number of benefits to eligible employees, including health benefits (medical, dental, vision), life insurance and disability insurance. Eligible employees are also able to enroll in our company’s 401(k) savings plan and take paid time off for wellness needs and vacations. For additional information about our benefits Click Here - U.S Store Compensation & Benefits
General Description of Other Compensation: Eligible employees will be able to receive discounts on certain products and incentive compensation.