Performance & Insights Lead - Client Relations Center

Richemont

Grand Prairie (LA)

On-site

USD 90,000 - 120,000

Full time

14 days+

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Benefits offered by this job

Medical, dental, and vision

401(k) with employer match

Wellness reimbursement

Paid time off

Job summary

Richemont, a world leader in luxury, seeks a strategic CRC Performance Analyst to translate operational data into insights that drive business decisions for the North America Client Relations Center. You will partner with operations leadership to improve the client journey, elevate experience, and support continuous improvement.

Ideal candidates combine strong analytics with business acumen, turning findings into actionable recommendations for leadership.

Qualifications

5+ years in contact center analytics or related operations.
Strong understanding of contact center KPIs, forecasting methodologies, capacity planning, and WFM 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.

Responsibilities

Analyze CRC performance metrics, including service level, inbound volume, average handle time, abandonment rate, CSAT, FCR, productivity.
Develop, maintain, and enhance dashboards, scorecards, and reporting for leadership and operations.
Monitor performance trends, identify gaps, and surface risks or opportunities affecting service delivery and efficiency.
Conduct root cause analysis to identify drivers of performance issues and inefficiencies.
Evaluate end-to-end client journey to identify friction points and improve experience.
Translate raw data into concise business narratives communicating trends, impact, risks, and actions.
Challenge assumptions and performance narratives using data to uncover risks and improvements.
Quantify business impact and prioritize opportunities based on client, operational, and financial risk.
Partner with Operations, WFM, Systems, Training, and cross-functional stakeholders to support improvements and automation.
Lead or support special projects focused on operational optimization and tech improvements.
Ensure data integrity and reporting accuracy across systems.
Build recurring business reviews and executive-ready presentations.