Senior Analyst, Workforce Management Systems, Client Relations Center

Richemont•Grand Prairie, TX

About The Position

Richemont, a global luxury goods conglomerate, is seeking a Senior Analyst for its Client Relations Center (CRC) to oversee the implementation and optimization of Workforce Management (WFM) tools and software systems. This role is crucial for managing the WFM system to improve labor utilization, monitor key performance indicators (KPIs), and ensure goals are met. The Analyst will be responsible for forecasting, scheduling, and capacity planning to maintain optimal staffing levels for luxury service delivery, providing insights that balance efficiency with client experience.

Requirements

Bachelor’s degree in business, analytics, or related field preferred
4+ years of WFM experience in a contact center environment
Experience utilizing WFM systems (Calabrio, UKG, Reflexis, Quiynx, or others) to deliver optimal scheduling, staffing, and employee experience
Data and analytics-driven approach to problem solving with experience outcomes, relying on clear, direct, and empathetic communication
Keen sense of the experience, service and hospitality industry, ideally in the retail sector
Exhibits agility and openness to new ideas and ways of working
Excellent analytical, organizational, and communication skills required (both written & verbal)
Curiosity, proactivity, and the ability to anticipate needs before they become issues.
Entrepreneurial spirit demonstrated by ability to work effectively with limited supervision
Ability to work in a diverse, fast-paced, evolving environment with strong attention to detail and the ability to handle multiple tasks simultaneously

Nice To Haves

Degree in Information Systems, Computer Science, Business Administration, or related field preferred

Responsibilities

Maintain the workforce management system, supporting upgrades and enhancements to align with the evolving retail operating model.
Optimize the configuration and utilization of the WFM software to support changing operational needs.
Conduct and lead meetings with stakeholders to proactively communicate gaps, risks, and recommendations.
Maintain and adjust components of the labor model to meet business requirements, ensuring optimal staffing and scheduling, volume forecasts, labor standards, and appropriate scheduling processes.
Assign Ambassador schedules, organize and document current assignments, handle schedule exceptions, and complete corresponding updates in the workforce management tool.
Create schedules that achieve service levels, revenue goals, and budget parameters while maintaining fair scheduling practices that meet both business and employee needs.
Analyze, develop, and report weekly, daily, and hourly forecasts and variance reports.
Collect and analyze historical volume data to achieve optimal monitoring of real-time operational performance, including queue health, service levels, staffing alignment, and adherence.
Execute intraday adjustments to mitigate performance risks and maintain service expectations.
Communicate daily performance variances, emerging risks, and corrective actions to leadership and key stakeholders, escalating critical issues and partnering with operations to drive timely resolution during live business operations.