Client Relations Performance Strategist

Richemont Iberia SL; Grand Prairie (TX); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision plan

401(k) with employer match

Wellness reimbursement

Paid time off

Volunteer time off

Job summary

Richemont Americas is seeking a strategic CRC Performance Analyst to translate operational data into insights that drive decisions for the North America Client Relations Center. You will partner with operations leadership to identify drivers and improve the client journey, elevating experience and efficiency.

The ideal candidate combines strong analytics with business acumen, curiosity, and the ability to turn findings into actionable leadership recommendations.

Qualifications

• Degree in Information Systems, Computer Science, Business Admin, or related field preferred.
• 5+ years in contact center analytics, workforce management, or related operations.
• Strong understanding of contact center KPIs, forecasting, capacity planning, and WFM concepts.
• Proven ability to lead projects and influence cross-functional teams.

Responsibilities

• Analyze CRC performance metrics (service level, volume, AHT, abandonment, CSAT, FCR, productivity).
• Develop and enhance dashboards, scorecards, and reports for leadership and ops teams.
• Identify trends, gaps, risks, and opportunities affecting service delivery and client experience.
• Conduct root cause analysis to drive improvements and actionable recommendations.
• Map the end-to-end client journey to locate friction and improvement points.
• Translate data into concise business narratives for leadership decisions.
• Collaborate with Operations, WFM, Systems, Training on process improvements.

Skills

Data analysis

Dashboarding

Communication

Presentation

Education

Information Systems / CS / Business Admin degree

Tools

Excel

SQL

Looker

Tableau

SAP BI

Salesforce

Vonage

Calabrio

Extend

Job description

Richemont Americas is seeking a strategic CRC Performance Analyst to translate operational data into insights that drive decisions for the North America Client Relations Center. You will partner with operations leadership to identify drivers and improve the client journey, elevating experience and efficiency.

The ideal candidate combines strong analytics with business acumen, curiosity, and the ability to turn findings into actionable leadership recommendations.