Skip navigation

Have you considered using our job search? Click here to search our current jobs.

Have you considered using our job search? Click here to search our current jobs.

Senior Manager, Workforce & Vendor Optimization

Summary

Salary
Competitive
Team
Customer Service and Inside Sales
Location
United States - Illinois Remote

About Us:

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in Canada in 2006 with our headquarters in the heart of Toronto, where we’ve been recognized as one of the top employers to work for. In recent years, we’ve expanded our reach and grown exponentially across many teams, from digital and direct, to field sales, and our growing number of Dyson Demo stores. 

About the Role: 

The Senior Manager, WFM and 3P will be a highly motivated an experienced contact center leader with demonstrated capabilities in building and leading a world class workforce management operation which includes heavy reliance on outsourced resources and partners. The ideal candidate will ultimately be responsible for optimizing our workforce delivery across

  • Three Americas markets (US, CA and MX)
  • Voice and digital
  • Remote and on-premise
  • Internal Dyson resources and third-party outsourced resources across multiple BPO vendors


In addition to being responsible for all forecasting, staff capacity planning, scheduling and real-time monitoring, this role holds primary ownership of the vendor relationships and is accountable to their effectiveness in achieving all SLAs and KPIs. The role will be responsible for interval planning, operation, communication and tactical execution, all the way up to the development and maintenance of a long-term staffing capacity and workforce capabilities strategy vision/mission plan which looks a minimum of two years into the future. The Senior Manager will be a thought leader in WFM and BPO, making recommendations to senior Customer Care leadership and influencing the progression and evolution of ongoing capabilities and service delivery across the Americas region.

  • Conduct all workforce management activities to recommend appropriate staffing levels, mix of resources to achieve desired SLAs/KPIs while also delivering to financial targets  
  • Creation and maintenance of metrics related to workforce management, to include forecasting, staff capacity planning and scheduling, real-time adherence
  • Perform analysis on all contact center metrics to make scheduling recommendations to management, appropriate to call volume projections, to achieve service level goals now and well into the future
  • Identify change initiatives to support successful productivity levels and quality customer service; promptly and thoroughly implement agreed-upon changes
  • Cultivate a continuous improvement mindset across WFM team through consistent analysis and post-mortems, sharing insights, suggestions and recommended actions with regards to policies, processes, procedures and results
  • Partners with call center supervisors, operations managers and vendor leadership to ensure appropriate staffing is in place across all Customer Care teams and contingency plans are created to overcome any operational challenges
  • Proactively create holiday schedule for US, CA and MX in partnership with operations management across all internal and outsourced partners which satisfies SLAs/KPIs, drives engagement and minimizes cost as appropriate


Maintain and share accurate reporting across the Customer Care organization to effectively measure WFM and vendor performance. Includes, but not limited to:

  • Create, compile and share real-time/daily/weekly/monthly reporting with Customer Care leadership and staff across all common and typical contact center metrics related to WFM modeling, assumptions, forecasting effectiveness and vendor resource delivery
  • Maintain an active employee/resource database as required to serve the needs of managing the Care operations
  • Ensure daily/weekly attendance reporting and monthly attrition reporting are available
  • Participate in monthly financial forecasting process, translating current and future staffing plans to P&L impacts
  • Ensure Dyson Customer Care is positioned for optimal long-term success as it relates to WFM and outsource strategy and planning
  • Develop, maintain and evolve a long-term staffing capacity and workforce capabilities strategy vision/mission plan which looks a minimum of two years into the future
  • Support and participate in annual financial budget process leveraging above plan
  • Leverage BPO expertise to ensure all vendor contracts and SOWs are current and optimized to Dyson’s Customer Care strategies and objectives
  • Establish and maintain a long-term strategy and capabilities plan for and in partnership with vendors and vendor leadership; bring innovation and thought leadership to Dyson BPO operations
  • Fulfill other duties as required, including ad hoc projects and initiatives related to WFM/vendor

About You:

  • Minimum of 5 years’ experience in workforce management leadership required
  • 3+ years’ experience working for and/or working with BPO/outsourcing vendors require
  • Workforce Management software experience required
  • Familiarity with Amazon Connect, Calabrio, Kabana software strongly preferred
  • Familiarity with Bold Chat, Sprinklr software preferred
  • Strong proficiency with Excel
  • Must be a highly motivated, enthusiastic team player, driven by results
  • Dynamic, driven, energetic, engaging and proactive
  • Must have a customer focus
  • Excellent written and verbal communication skills
  • Strong organizational skills, able to deal with multiple tasks simultaneously
  • Ability to build strong relationships with all types of people
  • An innovative thinker who enjoys learning and solving problems
  • Ability to work a varied schedule including nights, weekends and overtime if needed
  • Bachelor’s Degree strongly preferred
  • Ability to lift, push or pull up to 30lbs

Benefits:


At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter. 

Financial benefits: 

  • 401K with up to a 4% match and additional discretionary 2% Profit Sharing 
  • Company Paid Life Insurance and Accidental Death and Dismemberment (AD&D) 
  • Flexible Savings Account (FSA) and Health Savings Account (HSA)  
  • Company Paid Short-Term and Long-Term Disability 
  • Generous Dyson Product Discounts 


Lifestyle benefits: 

  • Competitive Paid Time Off including Separate Holiday, Sick, and Vacation Time 
  • Wellness Program 
  • Pre-Tax Commuter Benefits (applicable areas only) 
  • Generous Child Care Leave Program 
  • Employee Assistance Program 

Health benefits: 

  • Multi-Level Healthcare Coverage Options 
  • Vision & Dental Coverage Options 


Dyson is committed to fostering an inclusive and accessible environment that reflects the diversity of the community in which we live. If requested, we will provide reasonable accommodation during the recruitment process for persons with disabilities. Contact us at americas.talentacquisition@dyson.com for more information. Dyson is an Equal Opportunity Employer. #LI-DYSON
 


At Dyson, it's about more than our machines. We recognise that our success comes from our inventive people. We believe in including everybody and supporting you on your journey with us

Interview guidance

We are following the government guidelines regarding COVID19. At this time all interviews will be conducted via video or telephone. We’re taking these precautionary measures to protect both our employee and candidate wellbeing. Our Talent Acquisition team will work with you and provide further information as appropriate. 

Closing date: 31 December 2021