Performance & Insight Senior Analyst, Client Relations Center

Richemont•Grand Prairie, LA

13d

About The Position

Richemont, a global luxury goods conglomerate, is seeking a strategic Client Relations Center (CRC) Performance Analyst to support its North America operations. This role is crucial for translating operational and client data into actionable insights that inform business decisions. The analyst will collaborate closely with operations leadership to identify performance drivers, diagnose root causes, and analyze the complete client journey to enhance operational execution, improve the client experience, and foster continuous improvement. The ideal candidate possesses strong analytical skills, business acumen, and a curious mindset, comfortable with complex data, asking probing questions, challenging assumptions, and presenting clear, actionable recommendations to leadership.

Requirements

5+ years of experience in contact center analytics, workforce management, business analysis, or contact center operations.
Strong understanding of contact center KPIs, forecasting methodologies, capacity planning, and workforce management concepts.
Experience leading projects and influencing cross-functional teams without direct authority.
Advanced experience with reporting and analytics tools such as Excel, SQL, Looker, Tableau, SAP BI, or similar platforms.
Experience working with contact center platforms such as Salesforce, Vonage, Calabrio, Extend, or similar systems.
Strong analytical, problem-solving, and critical thinking skills.
Excellent communication and presentation skills, with the ability to translate complex data into clear business recommendations.
Ability to operate effectively in ambiguity and synthesize large data sets into practical, actionable insights.
Understanding of CRM, telephony, and case management technologies (Salesforce Service Cloud, Vonage, SAP, Calabrio, etc.)
Solid understanding of contact center analytics, operations metrics, and journey-level data
Ability to support UAT, feature validation, and user readiness activities
Strong skills in data analysis and visualization (Excel, Power BI, Looker, or similar) with comfort building automated, scalable reporting solutions
Curiosity, proactivity, and the ability to anticipate needs before they become issues
Excellent verbal and written communication skills, especially regarding presentation of data and translating technical information into simple language
Must display a high level of maturity, poise, and finesse to work with leadership and stakeholders within Richemont
Ability to work in a diverse, fast-paced, evolving environment with strong attention to detail and the ability to handle multiple tasks simultaneously

Responsibilities

Analyze CRC performance metrics, including service level, inbound volume, average handle time, abandonment rate, customer satisfaction, first contact resolution, productivity, and other key operational KPIs.
Develop, maintain, and enhance dashboards, scorecards, and reporting solutions for leadership and operational teams using multiple reporting platforms and data sources.
Monitor performance trends, identify gaps, and proactively surface risks or opportunities affecting service delivery, client satisfaction, or operational efficiency.
Conduct root cause analysis to identify underlying drivers of performance issues, service breakdowns, and operational inefficiencies using both quantitative and qualitative data.
Evaluate the end-to-end client journey across all touchpoints to identify friction, failure points, and opportunities to improve the client experience.
Translate raw data into concise business narratives that clearly communicate performance trends, business impact, risks, and recommended actions.
Challenge existing assumptions, processes, and performance narratives by using data to uncover overlooked risks and improvement opportunities.
Quantify business impact and prioritize opportunities based on client, operational, and financial risk.
Partner with Operations, Workforce Management, Systems, Training, and cross-functional stakeholders to support process improvements, automation efforts, and reporting enhancements.
Lead or support special projects focused on operational optimization, technology improvements, and continuous improvement initiatives.
Ensure data integrity and reporting accuracy across systems and reporting platforms.
Build recurring business reviews and executive-ready presentations that support leadership decision-making.