Tapestry

Customer Care Manager – Workforce Management

Tapestry

full-time

Posted on:

Location Type: Office

Location: Jacksonville • Florida • United States

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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
  • 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
  • Provide coaching and support to RTA team members to drive performance and consistency
  • Conduct weekly performance reviews and partner with vendor leadership to address gaps and optimize workforce strategies
  • Administer and optimize WFM tools and platforms
  • Ensure data integrity and system accuracy across all WFM processes
  • Analyze performance trends and provide actionable insights to leadership

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, and WFM tools and systems
  • Ability to manage multiple priorities in a fast-paced environment
Benefits
  • health benefits (medical, dental, vision)
  • life insurance and disability insurance
  • ability to enroll in our company’s 401(k) savings plan
  • paid time off for wellness needs and vacations
  • discounts on certain products and incentive compensation
Applicant Tracking System Keywords

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

Hard Skills & Tools
Workforce Managementforecastingschedulingdata analysisperformance monitoringstaffing modelsreal-time adherencecoachingperformance reviewsvendor management
Soft Skills
leadershipcollaborationcoachingperformance optimizationcommunicationorganizational skillsadaptabilityproblem-solvingtime managementinterpersonal skills
Certifications
Bachelor’s degree in BusinessBachelor’s degree in Operations Management