Senior Analyst, Workforce Management Systems, Client Relations Center

US04 Richemont North America, Inc.; Grand Prairie (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) with employer match

Wellness reimbursement

Paid time off

Volunteer time off

Job summary

Richemont Americas, based in Grand Prairie, Texas, seeks a Workforce Management Systems Analyst to oversee WFM tools, forecasting, scheduling, and capacity planning for luxury service delivery. You will optimize staffing, monitor KPIs, and provide actionable insights to balance efficiency with exceptional client experience.

Responsibilities include maintaining and enhancing the WFM system, configuring software, leading stakeholder discussions, producing weekly/daily/hourly forecasts and variance

Qualifications

• Bachelor’s degree in business, analytics, or related field preferred.
• 4+ years of WFM experience in a contact center.
• Experience with WFM systems (Calabrio, UKG, Reflexis, Quinyx) to optimize scheduling and staffing.
• Data-driven problem solving with clear, direct, and empathetic communication.
• Experience in hospitality/retail environment is a plus.
• Adaptive and proactive with strong analytical and organizational skills.
• Ability to work in a diverse, fast-paced setting with attention to detail.

Responsibilities

• Maintain and enhance the workforce management system, supporting upgrades and aligning with the evolving retail model.
• Configure and utilize WFM software to meet changing operational needs.
• Lead meetings with stakeholders to communicate gaps, risks, and recommendations.
• Maintain and adjust labor models for staffing, forecasts, and scheduling.
• Create ambassador schedules and complete updates to meet service levels and budgets.
• Forecast and report weekly, daily, and hourly forecasts and variances; analyze historical data.
• Monitor real-time performance and execute intraday adjustments to mitigate risks.

Skills

WFM experience

Data analytics

Communication skills

Customer service mindset

Education

Bachelor’s degree in Information Systems

Bachelor’s degree in Computer Science

Degree in Business Analytics

Tools

Calabrio

UKG

Reflexis

Quinyx

Job description

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values of our Houses, through a process of permanent creativity. 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.

• 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. #Richemont #WeCraftTheFuture

In our Group, you can start anywhere and go everywhere. Internal mobility is one of the best growth accelerators to develop within Richemont and our Maisons. We encourage our people to be curious, drive their own career, and dream big.