Analyst, Workforce Management Systems, Client Relations Center
About The Position
The Workforce Management Systems Analyst oversees the implementation, maintenance, and optimization of workforce management tools and software systems for the Client Relations Center (CRC). Reporting to the Senior Manager of Operations at the CRC, the role supports labor utilization and KPI monitoring to help the organization meet its goals. The Analyst is responsible for forecasting, scheduling, and capacity planning to maintain staffing levels that support luxury service delivery, while providing insights that balance efficiency with the client experience. The position maintains and enhances the WFM system, adapts its configuration to changing operational needs, collaborates with stakeholders on operational gaps and risks, and manages labor models, forecasts, schedules, and reports. It also monitors real-time performance and coordinates intraday adjustments and corrective actions with operations and leadership.
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 other systems to deliver effective scheduling, staffing, and employee experience.
- Data- and analytics-driven approach to problem solving.
- Excellent analytical, organizational, and written and verbal communication skills.
- Ability to communicate clearly, directly, and empathetically.
- Ability to work in a diverse, fast-paced, evolving environment, with strong attention to detail and ability to handle multiple tasks simultaneously.
- Ability to work effectively with limited supervision.
- Curiosity, proactivity, and ability to anticipate needs before they become issues.
- Agility and openness to new ideas and ways of working.
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.
- Experience in the service and hospitality industry, ideally in retail.
Responsibilities
- Maintain the workforce management system and support upgrades and enhancements to align it with the evolving retail operating model.
- Optimize WFM software configuration and utilization to support changing operational needs.
- Conduct and lead stakeholder meetings to communicate gaps, risks, and recommendations.
- 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 assignments, manage schedule exceptions, and update the WFM tool accordingly.
- Create schedules that meet service levels, revenue goals, and budget parameters while supporting fair scheduling practices and employee needs.
- Analyze, develop, and report weekly, daily, and hourly forecasts and variance reports.
- Collect and analyze historical volume data to support optimal outcomes.
- Monitor real-time queue health, service levels, staffing alignment, and adherence; make intraday adjustments to mitigate risks and maintain service expectations.
- Communicate daily performance variances, emerging risks, and corrective actions to leadership and stakeholders; escalate critical issues and partner with operations to resolve them during live business operations.
Benefits
- Medical, dental, and vision programs.
- Health savings and flexible spending accounts.
- Employee assistance program for the associate and household members.
- Life insurance and disability benefits.
- 401(k) with employer match.
- Wellness reimbursement benefit.
- Paid time off.
- Volunteer time off days.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
