Louis Vuitton Performance and Workforce Management Manager

Tokyo Japan

Monday, December 23, 2024

Louis Vuitton is a leading luxury fashion brand known for its high-quality products and exceptional client services. The company operates globally, offering a wide range of fashion and leather goods.

1. Develop call and sales forecasts based on product launches, promotions, PR activities, seasonality, and trends.
2. Create schedules for teams, including outsourced resources, based on forecasts.
3. Estimate mid-term Full-Time Equivalent (FTE) requirements based on workload forecasts.
4. Monitor staffing and adherence to status codes for Client Advisors.
5. Track contact-related KPIs such as Utilization Rate, Occupancy Rate, and Calls Per Hour.
6. Monitor sales-related KPIs including sales turnover, transaction numbers, conversion rates, and traffic data.
7. Create and update periodic reports, analyzing sales and service performance against KPIs.
8. Develop activity plans to improve sales and service KPIs with management.
9. Compile monthly individual KPI data for sales incentives.
10. Provide analytic support to team managers.
11. Design and develop databases, spreadsheets, and reports using Business Intelligence tools.
12. Prepare presentations and materials showing analysis results.
13. Conduct ad-hoc analysis and other duties as assigned.

1. Several years of experience in Workforce Management, Data Analysis, and Reporting within a Call Center environment.

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. Familiarity with Contact Center Management Tools (Telephony, CRM, ERP systems)
6. Positive and enthusiastic attitude
7. Excellent verbal and written communication skills
8. Fluency in Japanese (Native) and English (Business)
9. Team player with the ability to build professional relationships

Minimum 5 years

The position is based in Tokyo, Japan, within a dynamic and fast-paced environment focused on delivering exceptional client services.