Customer Success Workforce Manager - Remote

Who are we?
Polyconcept North America (PCNA) is the world's largest distributor of customized and personalized Goods operating on five continents and selling in more than 100 countries.
What we offer you:

• Full healthcare and benefits! The health and wellness of our employees is important to us, that's why we offer benefits including medical, vision, dental, short-term disability, and more!
• Flexible scheduling
• 401k Matching
• Generous Paid Time Off and Paid Holidays
• PCNA Cares Share Fund - donating to teammates in times of need

Why you will make it your Career:

• We invest heavily in modernization, operating more efficiently with cutting edge digital technology
• We value our employee's contributions in a collaborative and inclusive work environment
• Our culture encourages listening, understanding and a sense of empathy makes PCNA stronger
• As the industry leader for environmental responsibility, sustainability is the key to every decision we make

Our Values:
Delight Customers: Treat our customers the way you'd like to be treated.
Work Smart: Time is valuable. Focus on the things that can have the biggest impact on our business and customers. Be inquisitive and innovative
Think Team: Work together to get the job done. Be inclusive and collaborative.
Own It: Be accountable. Embrace challenges as opportunities, roll up your sleeves and make it happen.
Say It Like It Is: Be candid, honest and respectful. Offer constructive insights and welcome other's input.
Our Businesses: Leed's, Bullet, Trimark, JournalBooks, ETS
Leed's is the premier supplier of high-quality promotional products, with goods ranging from pens and drinkware to bags and mobile tech. Bullet is a leading supplier of low-price promotional products, offering deep inventory, reliable service and 24-hour turnaround. Trimark, a member of PCNA, is a leading developer and manufacturer of logo'd apparel for the Canadian and U.S. promotional industries. Trimark sells logo'd apparel across 6 different categories: Polos, T-Shirts and Tops, Woven Shirts, Knits and Fleece, Jackets, and Accessories, including Headwear. At JournalBooks, we believe in creative minds working together to create something truly unique in journals and planners. ETS has always sought to provide the very best in service, product selection, printing capabilities and competitive pricing, focused on drinkware, ETS offers a broad range of high-quality drinkware categories.
JOB SUMMARY:
The PCNA Workforce Manager is responsible for the delivery of superior service to our customers and a smooth experience for our employees while maximizing our efficiency and responsiveness to meet service level and budget foals. At PCNA, the Workforce Manager will be responsible for building and leading a WFM function which will:
FUNDAMENTAL DUTIES:

• Develop a strategic workforce plan with clear KPIs that aids Customer Success in achieving its business objectives, and manages internal stakeholders to execute effectively on the workforce plan
• Drives workforce strategy for enterprise and functional initiatives which will impact Customer Success operations and/or our PCNA customer support model
• Collaborate with Finance to develop business cases for technology investments which will positively impact the Customer Success and PCNA cost model by optimizing the workforce and/or improving process
• Forecast, schedule and optimize contact volume and staffing across multiple channels and locations, both onshore and offshore
• Develop staffing model leverage volume and productivity metrics to determine labor requirements; manage staffing model to budget and hiring forecast.
• Negotiate and manage external labor contracts with offshore vendors, building in financial terms and service level commitments in all agreements; manages to ramping up and ramping down of external labor based on staffing model adjustments.
• Partner cross functionally to create accurate short and long term forecasts to drive staffing and budgeting
• Build forecasts by leveraging historical, judgmental and driver-based information
• Utilize WFM/statistical tools (Five9 and Salesforce Service Cloud) to generate best fit forecast to meet financial and service level targets
• Monitor forecasting accuracy and apply the necessary actions to meet the target variance
• Produce accurate capacity plans and schedules to determine long term hiring and short term staffing needs, both onshore and offshore
• Oversee proactive scheduling of discretionary activities such as training, meetings, and overtime
• Direct the work of the workforce management function to meet our service level goals including managing the real time adherence, both onshore and offshore
• Oversee intraday management of scheduling procedures, analysis of real time workload requirements and call/email routing to manage performance to service level requirements
• Oversee real-time performance across network with a focus on continuous improvement of service level, shrinkage, absenteeism, AHT, staffing, OT, VTO & productive hours
• Ensure real-time teams are well aware of IT events, outages, and downtimes in the network and are taking the right escalation path during these events
• Collaborate cross-functionally to develop reporting and analyses required to manage our processes and team members efficiently including schedule adherence
• Recognize and recommend operational and support improvements
• Work with business leadership and HR to coordinate the hiring and training of new employees, and continued learning of existing employees
• Work with business leadership to coordinate processes to meet the operational and strategic needs of the business. Advise leadership on potential opportunities or hazards that affect the business' ability to meet strategic goals
• Solicit feedback that influences the operations of workforce management; continually analyzes service and sales support models and identifies areas for improvement and evolution
• Builds and maintains successful working relationships with cross-functional departments (Sales, Account Management, Order Processing, Art, Production, Distribution, IT, Marketing, Finance, Production Development, etc.) to ensure successful order deployment, product delivery and customer satisfaction
• Supports PCNA culture and mission to be an employer of choice and creates policy and process with the Employee Journey in mind always.
• Works closely Training department to respond to training needs within the department and support ongoing performance improvements & continuous learning.
• Supports staff activities including but not limited to: staff meetings, team-building, cross-team relationship building, and new hire onboarding

SKILLS AND KNOWLEDGE:

• Ability to persuade, inspire and motivate others - strong interpersonal skills and sense of creating fun and engagement with a remote workforce
• Professional communication skills with executive presence
• Demonstrates accountability for individual actions and overall performance
• Proven leadership and decision-making skills
• Proven vendor selection and contract negotiation skills with experience offshore/outsourcing arrangements for customer facing sales support and service

MINIMUM QUALIFICATIONS REQUIRED:

• A bachelor's degree in business-related field or equivalent experience
• Minimum 8 years of workforce management experience in complex multii-site, omni-channel high volume contact centers
• Minimum 3 years of leading WFM teams, overseeing all aspects of WFM, including forecasting, scheduling, and adherence monitoring
• Proficient in Microsoft applications Outlook, Teams, Word, Excel, and PowerPoint required
• Experience with reporting Salesforce required, Power BI preferred
• Experience with workforce optimization software required, Five9 strongly preferred
• HR experience preferred

TRAVEL REQUIREMENTS:

• Must be available to travel as needed

Together we inspire pride
We want our team members to be proud of the essential work they do, our commitment to the sustainability, and the overall customer experience. We are a culture that will invest heavily in our people, our company and in state-of-the-art technology to be at the forefront of innovation.
PCNA is an equal opportunity employer. PCNA provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics, or any characteristic applicable under state, federal and local laws.