Global Workforce Manager Resume ,Chicago, IL - Hire IT People

SUMMARY:

Responsible for maximizing sales to drive profitability within a $5 million dollar store, consisting of 25 employees (5 managers and 20 sales associates) by leading, managing and organizing the store to be in compliance with H&M standards and values.
Handles HR responsibilities including approving time - off requests, payroll, location or title changes, scheduling, conducting terminations and corrective actions and making employment decisions.
Responsible for all recruiting, onboarding, training and development (ROTD) duties, ensuring proper staffing levels and training requirements are achieved.
Effectively schedules staff within departments and store functions according to the needs of the business, adjusting hours as necessary to reach store and Sales Per Hour (SPH) goals.
Establishes and works with sales and cost plans, budgets and other available store tools to make business decisions ensuring maximum profitability within the store and departments.
Actively works with garments, including processing, stocking, replenishing, folding, hanging, displaying and merchandising to maximize selling opportunities.
Ensures day to day store operations are in accordance to H&M’s guidelines in order to successfully pass quarterly store & safety audits and season start walk.

PROFESSIONAL EXPERIENCE:

Confidential,Chicago, IL

Global Workforce Manager

Responsibilities:

Regularly implemented call center operational strategies by conducting needs assessments, performance reviews, capacity planning, establishing productivity, and meeting H&M's customer service standards.
Responsible for workforce planning & staffing for multiple contact centers while providing oversight to more than 2,000 associates who support phone, email, chat and back office functions.
Reinforced employee recruitment by supporting talent management and evaluating assessments for potential new hires.
Collaboratively worked with a team of Sr. Analysts in Chicago & Sweden, making strategic decisions that strive to meet H&M's service, quality, sustainability and financial goals.
Facilitated “Great Place to Work” meetings, resulting in increased employee survey participation (34% in 2014 & 42% in 2015).
Consistently met service level goals, contributing to a 5.3% profit growth during the second year of operation for HM.com.

Confidential, Novi, MI

Department Manager

Responsibilities:

Increased sales by 20% within a $1.2 million dollar department, by improving merchandising, customer interactions & restructuring sales advisor training.
Led talent management duties, including full cycle recruitment & training through the use of ATS, Taleo systems.
Introduced new scheduling rotation that increased employee morale, floor support and customer service while providing sales advisors with a better work/life balance and satisfying staff/budget guidelines.
Decreased employee turnover by 15% by implementing team activities and staff outings to boost employee engagement and morale.
Successfully developed 1 employee into a management position by providing leadership, guidance, feedback and support.

Confidential,Detroit, MI

Workforce Planning Manager

Responsibilities:

Continuously developed successful staff plans in collaboration with international colleagues that ensured efficient staff levels and resulted in satisfactory service levels.
Analyzed the performance of each contact center in comparison with the staffing plan & historical data to guarantee KPI targets were achieved.
Created and maintained historical & real time reports that helped analyze trends to proactively improve the efficiency of the front line team.
Managed a team of 12 workforce analysts, successfully developing two analysts into roles of succession, by providing leadership, guidance and support.
Partnered with Human Resources to actively participate in full cycle recruitment and on-boarding duties and requirements, including conducting interviews & processing new hire paperwork.
Proactively managed the configuration of the centers support platform and made changes/additions in real-time that included, adding, deleting & changing agents, work groups, and call routing.