Intraday Support (Remote North America)

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lululemon is a yoga-inspired technical apparel company up to big things. The practice and philosophy of yoga informs our overall purpose to elevate the world through the power of practice. We are proud to be a growing global company with locations all around the world, from Vancouver to Shanghai, and places in between. We owe our success to our innovative product, our emphasis on our stores, our commitment to our people, and the incredible connections we get to make in every community we are in.

About This Team

The Intraday Support is responsible for managing the GEC queues, analytics and optimizing our staffing in the moment to best support the floor. They will be monitoring the number of educators on each channel, review queue wait times, and reporting on our SLA’s per hour. They will support with performance management on the floor, including adherence and absenteeism management. They love data analytics, in the moment problem solving, and consider our Educators experiences with any channel adjustments they make. They are a maverick when it comes to agility and in the moment decision making. Reports to Lead, GEC Intraday.

Key Responsibilities

• Responsible for monitoring queue analytics and determining which channels require Educator support.
• Supports with determining our routing and transfer strategies in the moment to reduce queue wait times.
• Support with determining projected SLA’s based on forecasting and schedule, collaborating with the operations team on goals, and execute on intraday strategies.
• Responsible for reporting on SLA’s, guest sentiment, and identifies any trends that are happening on channels in the moment.
• Considers the impact to educator experiences when adjusting scheduled channels to meet business needs.
• Collaborates with the GEC Operations team and advises on adherence, occupancy, and AHT.
• Reports on shrinkage and collaborates with Operations to determine staffing strategies and whether we need to adjust hours on channel, including VTO.
• Maintains confidentiality with sensitive data.
• Completes other duties and projects as assigned.

Qualifications

• 1+ year experience in intraday management, workforce management or related field
• Experience with workforce management software and the call center industry an asset
• Post-secondary education required.
• Strategic problem solver with an operational and creative mindset
• Enjoys working with data and transforming numbers into actionable insights.
• Highly motivated entrepreneur who takes calculated risks.
• Able to lead others and create strong working relationships within a remote team.
• Fosters an environment of diversity and inclusion.
• Curious –likes to dig for information and know how things work.
• Ability to work well as a member on cross-functional teams and hold others accountable.
• Ability to maintain composure during difficult or high-pressure situations.
• Able to see trends through transferable knowledge and communicate them effectively.
• Strong organizational and multitasking skills, attention to detail is a must.
• Demonstrates sound judgement and strong decision-making abilities.
• Can view issues and make decisions in a non-emotional manner.
• Ability to handle multiple and changing priorities.
• Excellent verbal and written communication
• Intermediate to advanced computer skills including proficiency in Microsoft Office, PowerBi and advanced Excel skills
• Strong knowledge of Verint, Five9, and Oracle Service Cloud an asset.

Must Haves

• Acknowledges the presence of choice in every moment and takes personal responsibility for their life.
• Incorporates IDEA principles into daily work.
• Possesses an entrepreneurial spirit and continuously innovates to achieve great results.
• Communicates with honesty and kindness and creates the space for others to do the same.
• Leads with courage, knowing the possibility of greatness is bigger than the fear of failure.
• Fosters connection by putting people first and building trusting relationships.
• Integrates fun and joy as a way of being and working—doesn’t take themselves too seriously.

Work from Home – Hardware & Location Expectations

• Contracts are tied to a specific location. The expectation is that work should be exclusively from the specified home location outlined in the original offerletter.
• Employees must use lululemon provided devices, not personal devices.
• Must be able to work from their place of residence that is a quiet, distraction-freeenvironment.
• A public or shared office space, coffeeshop, or an area that has an unsecured share internet space are not an acceptable work place.
• A hardwired internet speed with a minimum of 50Mbps orgreater is a role requirement. Hotspots dial-up and wirelessconnectivity aren’t allowed.
• Recommended connection should have less than 120ms of latency (ping).

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