Trainee Workforce Management

186 NEIMAN MARCUS GROUP TECHNOLOGY SERVICES PRIVATE LIMITED (INDIA); India; On-site; INR 300,000 - 600,000; Full time

Job summary

Exemplar Luxury Group is seeking a Trainee Real-Time Workforce Management (WFM) professional to learn and support monitoring of Contact Center performance. You will track agent schedules, analyze intraday trends, and adjust workforce plans under experienced WFM specialists in a fast-paced luxury retail environment.

This entry-level role emphasizes attention to detail, Excel proficiency, and a willingness to learn WFM metrics, tools, and real-time decision-making.

Qualifications

• Bachelor's degree in any discipline is required.
• Strong analytical and problem-solving skills with keen attention to detail.
• Proficient in MS Excel or Google Sheets.
• Excellent written and verbal communication.
• Willing to learn WFM metrics and tools in a fast-paced environment.
• Willingness to work in rotational shifts across time zones.

Responsibilities

• Assist in monitoring real-time performance across channels (voice, chat, email).
• Learn and apply basic concepts of schedule adherence, occupancy and service levels.
• Support in preparing and updating trackers, reports and performance dashboards.
• Shadow experienced RTAs to understand real-time decision-making and escalation protocols.
• Help manage schedule exceptions, attendance logs, and agent status tracking.
• Participate in WFM training programs and on-the-job learning activities.
• Communicate clearly with internal teams and upscale issues to senior team members when needed.

Skills

Analytical skills

Excel/Google Sheets

Written & verbal communication

Attention to detail

Eagerness to learn

Rotational shifts / time zones

Education

Bachelor's degree in any discipline

Tools

MS Excel

Google Sheets

Power BI

Tableau

Job description

WHO WE ARE

Exemplar Luxury Group, formerly Saks Global, is the luxury collective uniting coveted brands with unrivaled customer experiences across Neiman Marcus, Saks Fifth Avenue and Bergdorf Goodman. Driven by a relentless devotion to our customers and powered by our talented colleagues, we offer expertly curated product assortments, unparalleled service and personalized experiences across our integrated retail model. Through strong partnerships with the world's most desired luxury brands and deep customer relationships enhanced by data-rich insights, Exemplar Luxury Group is committed to setting the standard of excellence for luxury retail.

Job Description

Who Are We: Exemplar Luxury Group, formerly Saks Global, is the luxury collective that comprises iconic luxury retailers, Neiman Marcus, Saks Fifth Avenue and Bergdorf Goodman. Driven by a relentless devotion to our customers and powered by our talented colleagues, we offer curated product assortments, unparalleled service and personalized experiences across our integrated retail model. Through strong partnerships with the world's most esteemed names in luxury and deep customer relationships enhanced by the industry's most comprehensive insights, Exemplar Luxury Group is uniting coveted brands with unrivaled customer experiences.

Role Summary

As a Trainee Real-Time WFM at Saks Global, you will learn and support in monitoring Contact Center BPO’s performance to ensure service levels, adherence, and productivity goals are met. Under the guidance of experienced WFM professionals, you’ll learn to track agent schedules, analyze intraday trends, and take care of workforce adjustments to maintain operational efficiency. This entry-level role is ideal for individuals eager to build a career in Workforce Management. Success requires strong attention to detail, basic analytical & excel skills, and a willingness to learn WFM metrics, contact center tools, and real-time decision-making processes in a fast-paced environment.

Responsibilities

• Assist in monitoring real-time performance across channels (voice, chat, email)
• Learn and apply basic concepts of schedule adherence, occupancy and service levels
• Support in preparing and updating trackers, reports and performance dashboards
• Shadow experienced RTAs to understand real-time decision-making and escalation protocols
• Help manage schedule exceptions, attendance logs, and agent status tracking
• Participate in WFM training programs and on-the-job learning activities
• Communicate clearly with internal teams and upscale issues to senior team members when needed

Key Qualifications

• Bachelor's degree in any discipline
• Analytical skill and problem-solving skills with keen attention to details
• Basic computer literacy and comfort with MS Excel/Google Sheets
• Effective written and verbal communication
• Eagerness to learn and adapt quickly
• Willingness to work in rotational shifts, weekends or across different time zones

Preferred Qualifications (nice to have)

• Basic understanding of contact center operations or WFM metrics (e.g., Service Level, AHT, Occupancy etc.)
• Interest or background in data analysis or statistics
• Knowledge of reporting or visualization tools (e.g., Power BI, Tableau)
• Proactive attitude and team-oriented mindset

Your Life and Career at Exemplar Luxury Group

Opportunity to work in a dynamic fast paced environment at a company experiencing growth and transformation Exposure to rewarding career advancement opportunities across the largest multi-brand luxury retailer from retail to distribution, to digital or corporate Comprehensive benefits package for all eligible full-time employees

Equal Employment Opportunity

Exemplar Luxury Group is an equal employment opportunity employer and is committed to providing reasonable accommodations to applicants with disabilities.

Exemplar Luxury Group is a world-renowned luxury ecommerce destination. The company’s unique approach combines a focus on the digital customer experience with a strong connection to a network of extraordinary stores that extends that seamless experience into the real world. On its website and app, Exemplar Luxury Group offers an unparalleled selection of curated merchandise across fashion for women and men, beauty, jewelry, home décor and more. In addition to the shopping experience, customers come to Exemplar Luxury Group for inspiring editorial content, access to digital stylists, lifestyle experiences and other world-class services. The company is currently in the midst of a dramatic expansion, driven by significant enhancements to its platforms and offerings, with the goal of becoming the preeminent destination for luxury internationally.