Senior Analyst, Workforce Management Systems, Client Relations Center

Cartier; Grand Prairie (TX); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Dental coverage

Vision insurance

HSA/FSA

401(k) with employer match

Wellness reimbursement

Paid time off

Volunteer time off

Job summary

Richemont Americas seeks a Workforce Management Systems Analyst to oversee, optimize, and forecast labor across luxury service delivery. You will manage WFM tools, drive capacity planning, and deliver actionable insights to balance efficiency with client experience.

Reporting to the Senior Manager of Operations at the CRC, this role requires collaboration with stakeholders, data-driven decision making, and strong communication to ensure service levels and budget adherence.

Qualifications

• 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.

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.
• Lead meetings with stakeholders to 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 scheduling processes.
• Create schedules that achieve service levels, revenue goals, and budget parameters while maintaining fair scheduling.
• Analyze, develop, and report weekly, daily, and hourly forecasts and variance reports; collect and analyze historical volume data to optimize.
• Monitor real-time operational performance, including queue health, service levels, staffing alignment, and adherence; execute intraday adjustments.

Skills

Analytical skills

Communication skills

Problem solving

Attention to detail

Adaptability

Education

Bachelor's degree in Information Systems, Computer Science, or related field

Bachelor's degree in business or analytics

Tools

Calabrio

UKG

Reflexis

Quiynx

Job description

At Richemont Americas, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

How You Will Make An Impact

Job Mission

Reporting to the Senior Manager of Operations at the CRC, the Workforce Management Systems Analyst will oversee the implementation and optimization of Workforce Management (WFM) tools and software systems. This position is critical for managing the WFM system to enhance labor utilization and monitor key performance indicators (KPIs) to ensure that goals are consistently met. The Analyst is responsible for forecasting, scheduling, and capacity planning to ensure the CRC maintains optimal staffing for luxury service delivery. This role provides actionable insights that balance efficiency and client experience excellence.

Key Responsibilities

• System Maintenance and Enhancement: Maintain the workforce management system, supporting any potential upgrades and enhancements to continuously align with the evolving retail operating model
• Configuration and Utilization: Optimize the configuration and utilization of the WFM software to support changing operational needs
• Leadership Collaboration: Conduct and lead meetings with stakeholders to proactively communicate gaps, risks, and recommendations
• Capacity Planning Management: 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
• Schedule Management: 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.
• Forecasting and Reporting: Analyze, develop, and report weekly, daily, and hourly forecasts and variance reports. Collect and analyze historical volume data to achieve optimal
• Monitor real-time operational performance, including queue health, service levels, staffing alignment, and adherence, and 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.

Qualifications

Education

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

Required Experience

• 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

We Offer

• We care about our associates' health and wellbeing and offer a comprehensive benefits program to support you and your loved ones.
• Our core benefits include medical, dental, and vision programs.
• Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members.
• The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match.
• Understanding the importance of wellness and work-life-balance, our package includes a wellness reimbursement benefit and paid time off.
• We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change.

At Richemont, We Craft the Future!

Salary will be negotiated based on relevant skills and experience.