Real-Time WFM Analyst - Multichannel (Bonus Eligible)

Louis Vuitton; Irving (TX); On-site; USD 34,000 - 41,000; Full time

Benefits offered by this job

Medical / Dental / Vision

Disability Insurance

Employee discount

Bonus opportunity

Job summary

Louis Vuitton is looking for a Real-Time Analyst to optimize Client Services operations. You will monitor real-time performance, manage queues, and ensure schedules align with service goals across phone and chat channels.

The role demands proactive staffing, data-driven forecasting, and collaboration with leadership to sustain operational excellence. The position offers a competitive hourly wage with bonuses and a comprehensive benefits package, including medical, dental, vision, disability,

Qualifications

• 3–5 years of contact center experience in a multichannel environment.
• 1–2 years of WFM experience with multiple WFM software.
• Proficient in PivotTables and data analysis.
• Strong communication skills and ability to multitask.
• Willing to work weekends, evenings, and holidays.

Responsibilities

• Reporting & Analysis: Create and provide advanced reporting and dashboards for leadership, leveraging historical data and forecasting results.
• Intraday Management: Manage and monitor intraday queue performance and schedule adherence. Coordinate appropriate staffing allocation and availability of call center staff to achieve service level objectives by reskilling advisors and communicating any discrepancies to management.
• Schedule Preparation: Prepare staff activity schedules to match forecasted call/chat volume and partner with managers for coaching and training.
• Commercial Insight: Participate in building forecasts (budgets, monthly sales estimates, and other KPIs) with Client Experience teams. Adjust intraday forecasts based on business drivers to determine staffing levels by projecting call volumes and duration using current trends and historical data.
• Data Provision: Provide necessary data for creating and delivering reporting (weekly, monthly) on variance to budget and performance to key stakeholders.
• Self & Team Development: Provide consistent feedback to WFM Management through proactive monitoring of key CSC performance issues. Maintain key performance metrics and standardized reporting for timely analysis and action. Assist in the integration and implementation of new WFM technologies.

Skills

Pivot tables

Data analysis

Multitasking

Communication skills

Deadline driven

Independent worker

Weekends/holidays availability

Tools

WFM software

Job description

Louis Vuitton is looking for a Real-Time Analyst to optimize Client Services operations. You will monitor real-time performance, manage queues, and ensure schedules align with service goals across phone and chat channels.

The role demands proactive staffing, data-driven forecasting, and collaboration with leadership to sustain operational excellence. The position offers a competitive hourly wage with bonuses and a comprehensive benefits package, including medical, dental, vision, disability,