Become a part of the Young Living family!

Young Living is a universally known, household name that is revered and respected for the countless benefits it brings to humanity. Propelled by the world’s purest essential oils and oil-infused products, along with our passionate commitment to empowering individuals to whole-life wellness, we champion the modern essential oil movement. A global, purpose-driven wellness revolution is underway, and Young Living leads the charge.
 

Summary:

The Workforce Management (WFM) Manager oversees system implementation, troubleshooting, and reporting/analytics for Customer Service Teams across all markets. This role collaborates with Global Member Services Managers to align systems implementation with strategic goals. The Manager leads a team of analysts to deliver insights through reporting on call center key performance indicators (KPIs) and supports integration of artificial intelligence (AI) technology in workforce management.

Essential Functions

• Oversee the implementation and rollout of Member Services systems, including documentation and training.
• Coordinate system upgrades with IT and Operations.
• Serve as a liaison with global customer service leaders for systems, reporting, and forecasting.
• Lead and manage a team of analysts in reporting and maintaining KPIs for U.S. and international markets.
• Focus on team leadership, building unity, fostering employee engagement, and upholding MS culture to drive collaboration and talent development.
• Improve reporting tools for accessibility and alignment with business needs.
• Manage vendor relationships to optimize WFM tools.
• Ensure cross-training of analysts on system tools and technologies.
• Provide ad-hoc reporting and analysis.
• Promote a positive, productive culture through leadership.

Qualifications

• 3+ years of experience in product and project implementation.
• Proficiency in workforce management systems (e.g., Verint, NICE), data analytics platforms (e.g., Power BI, Tableau), and SQL.
• Demonstrated ability in managing cross-functional teams.
• Knowledge of best practices in contact center operations and WFM systems.
• Familiarity with AI integration in workforce management is a plus.

Required Education and Experience

• Bachelor’s degree in Business, IT, or a related field.
• 3+ years of experience with workforce management systems and analytics.

Preferred Education and Experience

• Experience in implementing AI solutions for workforce optimization.
• Previous leadership roles in a contact center environment.

Supervisory Responsibility:

This job does have supervisory responsibilities.

Work Environment:

This job operates in a professional office environment. The role routinely uses standard office equipment such as a laptop, desktop, smartphone, and photocopiers. The noise level in the work environment is usually moderate. Essential oils are worn and/or diffused in the work environment.

Position Type/Expected Hours of Work:

This position requires the incumbent to be physically present at the assigned worksite. The regular schedule is from 8 a.m. to 5 p.m., with an hour lunch, Monday through Friday. Occasional evening and weekend work may be required as job duties demand. Employees are also expected to work at least one non-convention farm event a year and to work at the annual company convention.

 Exact hour requirements can be reasonably modified as necessary for the business needs by the employee’s manager.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Specific vision abilities of this job include close vision and the ability to adjust focus. The employee is required to type, file, and occasionally lift office supplies up to 20 pounds. The employee must be physically able to tolerate the scent of essential oils worn or diffused.

Equal Employment Opportunity:

Young Living is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or protected veteran status and will not be discriminated against on the basis of disability.

Sponsorship:

Young Living does not provide visa sponsorship for this position. Applicants must be currently authorized to work in the United States on a full-time basis.

Note:

This job description is not intended to be all-inclusive. Employees may perform other related duties as needed to meet the ongoing needs of the organization.