Director of Workforce Management

Who We Are

At Ashley, we’re more than a business…we’re family. As the largest manufacturer of home furnishings in the world, we know what it takes to build incredible furniture and future leaders. We’re problem solvers with the grit to persevere during challenging times and innovators who won't coast when times are good. We create solutions, not excuses. And never settle for status quo. It’s the reason we’re always searching for better ways to delivering an exceptional customer experience. That's why Ashley Furniture is #1 in our industry.

Ready to grow? You’ve come to the right place. Ashley Furniture has a “Growth Mindset”, and once you join our team, you’ll learn from the best in the business.

Apply today and find your home at Ashley!

What Will You Do?

The Director of Workforce will oversee a team of global Workforce Real-Time Analysts, Workforce Administrators, and Workforce Analysts to ensure timely and accurate reporting across all lines of business within the customer contact center, prioritizing the company’s needs. This role will involve establishing, eliminating, or modifying processes to enhance the overall efficiency of the Workforce department.

This position also involves close collaboration with Finance, Business Partners, and BPOs to assess the financial impact of staffing-related business decisions. Staying updated with technology trends to enhance tool capabilities and eliminate waste is essential. The Director of Workforce will oversee departmental productivity, assessing, analyzing, and reporting on employee productivity at individual, departmental, and institutional levels.

Key responsibilities include developing forecasts for hundreds of associates to ensure proper staffing at 15-minute intervals based on arrival patterns. The role requires frequent collaboration with over 30 leaders globally across multiple lines of business and BPOs to drive decision-making and process improvements, ultimately enhancing quality and reducing costs. The Director of Workforce will adhere to company guidelines and help establish and maintain standard operating procedures.

• Workforce Management & Coordination
• Forecasting & Scheduling
• Performance and Cross-Functional Leadership Collaboration
• Employee Management & Development
• Strategic Planning & Vision
• Financial Management
• Systems Management
• Real-time monitoring to ensure appropriate staffing and analyze reports for team performance
• Work with BPO partners to maintain and evaluate queue priorities, skill attributes, and call flows.
  
  

What Do You Need

• 5 years working with BPOs Required
• 8 years Customer Service experience, Required
• 5 years Workforce Management, Required
• 5 Years Supervisory management, Required
• Proficient Excel, macros & reporting, Required
  
  

Benefits We Offer

• Health, Dental, Vision, Employee Assistance Program
• Paid Vacation, Holidays, and Your Birthday off
• Generous Employee Discount on home furnishings
• Professional Development Opportunities
• Ashley Wellness Centers (location specific) and Medical Tourism
• Telehealth
• 401(k) and Profit Sharing
• Life Insurance
  
  

Our Core Values

• Honesty & Integrity
• Passion, Drive, Discipline
• Continuous Improvement/Operational Excellence
• Dirty Fingernail
• Growth Focused
  
  

To learn more about Ashley Furniture, our community engagement programs, environmental stewardship, and our core values, please visit our Corporate Social Responsibility information page: Corporate Social Responsibility

We are an equal opportunity employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. Principals Only.