Workforce Operations Lead, Retail Customer Care

The ideal candidate is a passionate leader who inspires teams to align with RCC’s vision, drives results through collaboration and attention to detail, and prioritizes customer experience while fostering a positive, inclusive work environment. This role may require on-call availability, including some weekends and holidays. Key responsibilities include driving performance, clearly communicating vision and purpose, identifying and implementing process and tool improvements, participating in project reviews and solutioning, and cultivating a culture of retail excellence that values diverse perspectives and meaningful engagement. Minimum Qualifications 7 years of experience in a Retail or contact center environment with 5 experience in Workforce Management 3 years of leading a team or cross-functional partners Experience with workforce tools (Aspect preferred) and data reporting platforms such as Tableau. Demonstrated ability to drive results and deliver high-quality execution, while effectively managing conflict to maintain team alignment and project momentum Strong analysis and problem solving Strong decision making skills and sound judgement with excellent written and verbal skills Demonstrates strong partnership skills by building trust, communicating clearly, and aligning stakeholder needs with organizational goals. Proactively collaborates across functions, manages expectations, and delivers on commitments to drive shared success. Preferred Qualifications Effective presentation and communication skills including the ability to explain complex data and service level analysis with ability to influence and engage with senior leadership. Role models inclusive leadership behaviors and embraces their responsibility to build, develop, and retain diverse teams. Makes space to listen, learn, and amplify diverse perspectives and experiences. Possess a high degree of adaptability, demonstrating flexibility and resilience in response to changing work environments, shifting priorities, and unpredictable situations.