Tapestry

Manager, WFM – Customer Care

Tapestry

full-time

Posted on:

Location Type: Office

Location: Jacksonville • Florida • United States

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Tech Stack

Tableau

About the role

  • Lead a team of Real-Time Adherence (RTA) coordinators and oversee performance across internal and BPO contact center sites
  • Own the forecasting and scheduling process for internal teams and BPO partners
  • Monitor intraday performance and adjust staffing plans to maintain service levels
  • 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
  • Develop and maintain dashboards and reports to track key metrics such as adherence, occupancy, shrinkage, and service levels

Requirements

  • 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, WFM tools, and systems
  • Advanced Excel skills and familiarity with data visualization tools (e.g., Tableau, Power BI)
  • Direct experience with NICE IEX and NICE IVR Studio
Benefits
  • health benefits (medical, dental, vision)
  • life insurance
  • disability insurance
  • 401(k) savings plan
  • paid time off for wellness needs and vacations
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Workforce ManagementReal-Time Adherenceforecastingschedulingperformance monitoringcoachingdata visualizationadvanced ExcelNICE IEXNICE IVR Studio
Soft Skills
leadershipcommunicationperformance managementteam supportproblem-solvingcollaborationorganizational skillsadaptabilityanalytical thinkingvendor management