Company Overview:
Sephora has been changing the face of prestige cosmetics since its debut in 1970s Paris. Sephora was acquired by luxury group Moët Hennessy Louis Vuitton (LVMH) in 1997, then launched stateside in 1998 and is currently home to 300+ world-class brands - including its private label, Sephora Collection. Sephora’s curated assortment features more than 14,000 products, including makeup, skincare, perfume, hair care, body care, professional tools, and more.

In Sephora Americas, we belong to something beautiful. With a continued focus on diversity, equity, and inclusion, we seek ways to create a sense of belonging where people can be their authentic selves. We embrace our unique talents and are proud of the passionate community we’ve built. With leaders who listen and inspire, everyone is encouraged to be their best. Reimagine your future, with Sephora.

Position: Workforce Management Specialist, Client Services

Location: Sephora Field Support Center (FSC) – Remote

Sephora FSC Client Service Center

Our North American operations are based in the heart of San Francisco’s Financial District, but you won’t hear us call it a headquarters – it’s the Field Support Center (FSC). At the FSC, we support our stores in providing the best possible experience for every client. At our FSC Client Service Center, we are the heart of the Sephora client experience. We act as the expert in all areas that have a direct link to clients and their Omni-Channel interactions with Sephora (shopping online, client service, product questions, liaison with stores, loyalty program, social media, etc). We go above and beyond for each client by providing creative solutions to issues, making educated product recommendations, handling escalated clients with a high touch level of service, and providing timely follow-up when necessary to ensure open and clear client communication. Our goal is to provide best in class service to every Sephora client regardless of contact channel while ensuring operational efficiency and a fix-it-for-tomorrow attitude.

Your role at Sephora:
As the Workforce Management Specialist, you will manage the daily workforce operations for our department to ensure the highest level of service to Sephora’s clients. You will be responsible for analyzing team and agent historical performance, generate contact forecasts, partner with vendor on work schedules and changes when needed. You will review all intraday reports and processes in support of the operation to achieve business objectives, maximizing efficiency and occupancy. You will be responsible for providing recommendations for changes in staffing and schedules based on forecast and intraday business need.

As the Workforce Management Specialist, you must demonstrate positive and influential relationships when working with peers, team leaders and external vendor Workforce Management team. You will be responsible for maintaining and developing the internal team’s relationship with Workforce and Real Time management teams and leaders to build trust and expertise.

You will be responsible for making decisions with financial implications such as determining staffing requirements and hiring needs and must use your expertise to drive business efficiency in this area. You will partner closely with Client Services Senior Leadership, Internal FSC Workforce team, Vendor WFM and Real Time team, and Home Chat and Client Service Operations to ensure a successful workforce program for our internal Sephora teams. In addition, you will:

I. Reporting and Analytics

• Track, analyze and make recommendations on department and agent performance with reports from scheduling tools/software (may be provided by vendor).
• Analyze and report historical data and trends and develop forecast models for chat regularly and ad hoc.
• Generate and update long-term and short-term staffing forecasts.
• Communicate department forecast vs actuals and any intraday risks to management.
• Create/manage staffing cost trackers for the department, report cost projections and actuals.
• Ensure workforce and real time management standards are met.

II. Drive Cross-Functional Partnerships

• Develop and maintain strong partnerships with individuals at all levels of the business, including the FSC and vendor/Field partners.
• Champion an omnitude across all teams to build on and improve the omnichannel client experience; drive to meet the client where she is and ensure a seamless proactive chat experience.
• Partner with leadership on improvements for staffing, scheduling, PTO and VTO process to drive efficiency and employee satisfaction.
• Act as the business owner for WFM software (IEX), creating/sharing requirements and becoming the SME (subject matter expert) to train other team members.

III. Operational Efficiency

• Manage scheduling process and communicate issues, trends and updates timely and appropriately to leadership, peers and WFM team as needed.
• Oversee intraday staffing levels and schedule adjustments.
• Monitor real-time Chat agent work status reports and queue volume to identify opportunities for improved scheduling, staffing and VTO/PTO approvals.
• Act as the department’s subject matter expert on real time reporting and stay in communication throughout the day with operations leaders and external WFM team to make necessary changes.
• Conduct trend analysis, identify needs, and provide recommendations for improvement in all applicable areas, including PTO/VTO policies, scheduling, new hire classes and recruiting needs, etc.
• Develop, implement, drive, and monitor progress of new process rollouts, implementations, and compliance with expected policy, procedure, and processes.
• Identify opportunities to control payroll expenses and partner with cross-functional teams regarding budget-impacting issues.

IV. Contribute to Sephora Culture and Lead by Example

• Build and maintain partnerships through consistent implementation of cultural initiatives across team and the business as a whole.
• Train and coach team members on real time monitoring and chat software reporting as needed.
• Demonstrate a determination to make Sephora a great place to work.
• Exercise superior judgment.
• Demonstrate a “fix it for tomorrow” mindset along with long-term, strategic thinking and initiatives.
• Live and exemplify the Sephora Values, the Client Service Center vision and the omnichannel attitude.
• Demonstrate our Sephora values of Passion for Client Service, Innovation, Expertise, Balance, Respect for All, Teamwork, and Initiative

Working at Sephora’s Field Support Center (FSC)

Our North American operations are based in the heart of San Francisco’s Financial District, but you won’t hear us call it a headquarters – it’s the Field Support Center (FSC). At the FSC, we support our stores in providing the best possible experience for every client. Dedicated teams cater to our client’s every need by creating covetable assortments, curated content, compelling storytelling, smart strategy, skillful analysis, expert training, and more. It takes a lot of curious and confident individuals, disrupting the status quo and taking chances. The pace is fast, the fun is furious, and the passion is real. We never rest on our laurels. Our motto? If it’s not broken, fix it.

We’re excited about you if you have:

• 4+ years of contact center, customer service, or equivalent leadership experience required.
• Schedule flexibility – ability to flex with the business needs of a contact center environment, including potential early mornings, evenings and/or weekends
• Experience and agility in working remotely.
• Possesses an understanding of the business environment and demonstrates good judgment.
• Outstanding interpersonal skills and ability to develop and maintain positive relationships with business partners at all levels, from contact center agents to the executive team.
• Remain poised and professional to thrive in an environment that is client-focused, fast-paced, rapidly changing, and occasionally ambiguous.
• Strong mathematical, analytical, communication, Time management and organizational skills.
• Strong attention to detail and exceptional follow-up skills.
• Ability to self-manage multiple projects with tight timeframes and dynamic priorities.
• Strong verbal and written communication skills.
• Strong critical thinking and problem solving skills with the ability to make quick, accurate, creative, and appropriate decisions.
• Proficiency in Microsoft Office applications such Word, Excel, PowerPoint, and Outlook.

You’ll love working here because:

• The people. You will be surrounded by some of the most talented, supportive, smart, and kind leaders and teams – people you can be proud to work with.
• The product. Employees enjoy a product discount and receive free product (“gratis”) various times throughout the year. (Think your friends and family love you now? Just wait until you work at Sephora!)
• The business. It feels good to win – and Sephora is a leader in the retail industry, defining experiential retail with a digital focus and creating the most loved beauty community in the world…with the awards and accolades to back it up.
• The perks. Sephora offers comprehensive medical benefits and generous vacation/holiday time off
• The LVMH family. Sephora’s parent company, LVMH, is one of the largest luxury groups in the world, providing support to over 70 brands such as Louis Vuitton, Celine, Marc Jacobs, and Dior.

While at Sephora, you’ll enjoy...

• Meaningful Rewards: Sephora offers comprehensive medical benefits, generous vacation and holiday time off, an employee discount, free beauty product gifts from brand partners, and so much more. Details about our company benefits can be found at the following link: https://jobs.sephora.com/USA/content/Our-Perks/?locale=en_US.
• Diversity, Inclusion & Belonging: We pledge to create a beauty community where everyone’s uniqueness is celebrated, respected, and honored. We will drive diversity, equity, and inclusion in all aspects of our business—ensuring that our employees, brand partners, suppliers, and our clients feel a sense of belonging in store, online, and in our workplaces. We believe in demonstrating our values with action!
• Beauty & Beyond: Every day we reimagine beauty, discover new brands, and influence positive change. Together we inspire our clients, empower people, and help them become the best versions of themselves. We think this is beautiful.
• Endless Evolution: You will learn with innovators, artists, and experts in every field. As our business evolves, so will you. Here, you’re empowered to choose your own path, accelerate your growth, and be your best. As part of our family and the LVMH community, your options are endless.
• Creativity Unleashed: At Sephora, you’re encouraged to explore, innovate, and have funwhile working with diverse clients, teams, and leaders. You won’t just partner with iconic brands; you’ll help build them. We value your curiosity, your drive for success, and the emotional connections you make. Together we’re defining the future of beauty.
• Bold Authenticity: Being bold and different has made us a global beauty and retail leader. At Sephora, we celebrate diversity, embrace your unique and winning spirit, and believe that real beauty is being authentically you.You are what sets us apart.

As a condition of employment, Sephora requires all newly hired employees to be fully vaccinated against COVID-19 by their start date unless they have requested and received an exemption due to a qualifying medical condition, a sincerely held religious belief or practice, or a requirement by law.

Sephora is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis ofrace, religion, color, national origin, ancestry, citizenship, gender, gender identity, sexual orientation, age, marital status, military/veteran status, or disability status. Sephora is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

Sephora will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.

The salary range for applicants who will work remotely in Colorado is 52-82KK Compensation is based on several bona fide factors including but not limited to education, work experience, industry experience, etc.