Analyst, Workforce Management Systems, Client Relations Center

Richemont•Grand Prairie, LA

16d

About The Position

The Workforce Management Systems Analyst oversees the implementation and optimization of Workforce Management (WFM) tools and software systems for the Client Relations Center (CRC). Reporting to the Senior Manager of Operations at the CRC, the role manages the WFM system to improve labor utilization and monitor key performance indicators so that goals are consistently met. The Analyst handles forecasting, scheduling, and capacity planning to support optimal staffing for luxury service delivery and provides actionable insights that balance efficiency with client experience excellence. The position maintains and enhances WFM systems, optimizes software configuration, collaborates with stakeholders, and manages labor models and schedules. It also develops forecasts and variance reports, monitors live operational performance, makes intraday adjustments, and communicates performance risks and corrective actions to leadership and key stakeholders.

Requirements

At least 3 years of Workforce Management experience in a contact center environment.
Experience using WFM systems such as Calabrio, UKG, Reflexis, Quiynx, or similar to deliver effective scheduling, staffing, and employee experience.
A data- and analytics-driven approach to problem solving, with clear, direct, and empathetic communication.
Strong analytical, organizational, and written and verbal communication skills.
Ability to work effectively with limited supervision and anticipate needs before they become issues.
Ability to work in a diverse, fast-paced, evolving environment, with strong attention to detail and the ability to manage multiple tasks simultaneously.
Agility and openness to new ideas and ways of working.
Curiosity, proactivity, and an entrepreneurial spirit.

Nice To Haves

Degree in Information Systems, Computer Science, Business Administration, or a related field.
Bachelor’s degree in business, analytics, or a related field.
Knowledge of the experience, service, and hospitality industry, ideally in retail.

Responsibilities

Maintain the workforce management system and support upgrades and enhancements as the retail operating model evolves.
Optimize WFM software configuration and utilization to meet changing operational needs.
Conduct and lead stakeholder meetings to communicate gaps, risks, and recommendations proactively.
Maintain and adjust labor model components to meet business requirements, including staffing, scheduling, volume forecasts, labor standards, and scheduling processes.
Assign Ambassador schedules, organize and document current assignments, handle schedule exceptions, and update the workforce management tool.
Create schedules that support service levels, revenue goals, and budget parameters while maintaining fair practices for business and employee needs.
Analyze, develop, and report weekly, daily, and hourly forecasts and variance reports using historical volume data.
Monitor real-time queue health, service levels, staffing alignment, and adherence, and make intraday adjustments to mitigate risks and maintain service expectations.
Communicate daily performance variances, emerging risks, and corrective actions to leadership and key stakeholders; escalate critical issues and partner with operations to resolve them promptly during live business operations.