Louis Vuitton Customer Service Performance & Workforce Management Manager

Tokyo • Japan

Monday, December 23, 2024

Louis Vuitton, a prestigious maison under the LVMH conglomerate, is renowned for its exquisite craftsmanship and innovative designs in the luxury fashion and leather goods sector. As an employer, Louis Vuitton offers a dynamic and enriching work environment, fostering creativity and excellence among its employees.

1. Conduct call and sales forecasting based on new product launches, promotions, PR activities, seasonality, and recent trends.
2. Create optimal schedules for a team of approximately 60 FTEs, including outsourced resources, based on call/sales forecasts.
3. Estimate mid-term FTE requirements based on workload forecasts.
4. Monitor call forecast accuracy, schedule fill rate, and sales forecast accuracy.
5. Oversee client advisor staffing and adherence to status codes.
6. Regularly monitor contact-related KPIs such as occupancy rate, handled call rate, and CPH to maximize productivity and efficiency.
7. Regularly monitor sales-related KPIs such as sales turnover, transaction count, conversion rate, sales per transaction, and traffic data.
8. Prepare and update regular reports with clear judgments against KPI targets.
9. Analyze sales and service performance results, elucidating issues to the management team.
10. Collaborate with management to develop action plans for improving sales/service-related KPIs.
11. Aggregate monthly individual KPI data and calculate sales incentives for HR submission.
12. Provide daily analytical support to team managers.
13. Design and create databases, spreadsheets, and reports using business intelligence tools.
14. Support the preparation of presentations and materials demonstrating analytical results.
15. Perform ad hoc analyses and responsibilities as required.

1. Minimum 5 years of experience in a call center environment focusing on workforce management, data analysis, and reporting.
2. Advanced proficiency in both written and spoken Japanese and English.

1. Supportive mindset
2. Logical thinking and analytical skills
3. Proficiency in Office tools (Excel, Access, PowerPoint)
4. Experience with Business Intelligence tools (Power BI, Cognos, BW)
5. Experience with Contact Center Management tools (Telephony, CRM, ERP systems)
6. Positive and enthusiastic attitude
7. Excellent verbal and written communication skills
8. Team player with the ability to build professional relationships

Minimum 5 years in a call center environment with a focus on workforce management, data analysis, and reporting.

Louis Vuitton offers a comprehensive benefits package, including opportunities for career advancement, professional development, and a vibrant work environment.

Louis Vuitton fosters a culture of innovation and excellence, encouraging employees to push creative boundaries while maintaining the highest standards of quality. The company values diversity and collaboration, providing a supportive and inclusive workplace.