Senior WFM Systems Analyst – 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 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