Lululemon
Job description
Please note that this is a remote work from home role and eligible for those in Canada or the U.S. This role is full-time with a schedule of Tuesday – Saturday. We are hiring to support Pacific Coast hours.
Who we are
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.
The Guest Education Centre (GEC) is the contact center for lululemon. With offices in Vancouver, BC and Mississauga, ON, and a growing Work from Home (WFH) program, we are a vital frontline connection with our guests. Most people call them customers, but because we create an inviting environment, we call them guests.
A day in the life
This role supports the Workforce Coordinator and Operations Manager, Workforce Management (WFM) in achieving service and budget goals through schedule design. They complete administrative tasks as it relates to Guest Support schedules, including schedule edits, managing the WFM inbox, scheduling Educator 1:1s and miscellaneous special meetings, and completing Dayforce adjustments.
Key Responsibilities
– Update resignation and role changes in scheduling software
– Track and schedule off channel time, special roles, and new hire practicum
– Completes Verint profile activations and performs ongoing profile management
– Complete Dayforce Adjustments and enters special pay
– Track and schedule 1:1s and success meetings
– Report, track, and enter Shrinkage into scheduling software
– Supports the creation and management of Guest Support schedules (Educator, Digital Engagement, Support functions).
– Collects availability and rotation information for GEC Educator schedules.
– Assists with the design of scheduling software
– Completes patience & proficiency reports
– Inputs and reviews headcount by scheduling period to ensure accuracy
– Adjusts hours and channel coverage in schedule
– Track & schedule vacations and accommodations
– Assists in responding to general Guest Support pay inquiries
• *Qualifications**:
– High school diploma required, post-secondary education is an asset
– 1-year administrative experience preferred
– Experience with workforce management software and the call center industry is an asset
– Strong time management skills and ability to prioritize tasks – attention to detail is a must
– Ability to maintain composure during difficult or high-pressure situations
– Thinks positively, proactively, and is a team player
– 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
– Understands the importance of privacy as this position will deal with sensitive information
– Intermediate computer skills including proficiency in Microsoft Office and advanced Excel skills
Work from Home Requirements
– A quiet, distraction-free, home office with a door you can shut. A living room or kitchen are not acceptable workspaces.
– Internet Speed: Have at minimum 50 Mbps or greater
– Recommended connection should have less than 120ms of latency (ping)
– Hotspots, dial-up and wireless connectivity are not acceptable connections.
– Disciplined work ethic – a self-starter with the ability to work independently in a fast-paced environment.