Senior WFM Systems Analyst: Forecasting & Scheduling

Richemont Iberia SL; Grand Prairie (TX); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision plans

401(k) with employer match

Wellness reimbursement

Paid time off

Job summary

Richemont Americas is seeking a Workforce Management Systems Analyst to oversee the implementation and optimization of WFM tools and software. This role focuses on forecasting, scheduling, and capacity planning to ensure luxury service delivery while monitoring KPIs and balancing efficiency with client experience.

The analyst will lead configuration, collaborate with stakeholders, and provide actionable insights across scheduling and labor models to sustain optimal staffing and performance in a

Qualifications

• Bachelor’s degree or higher in a related field is preferred.
• 4+ years of WFM experience in a contact center environment.
• Experience using WFM systems to optimize scheduling and staffing.
• Data-driven problem solving with clear, empathetic communication.
• Experience in retail or hospitality/service industries is a plus.

Responsibilities

• Maintain and optimize the WFM system deployments and upgrades.
• Tune configuration to support evolving operational needs.
• Lead meetings with stakeholders to address gaps and risks.
• Manage labor model components: staffing, volume forecasts, and scheduling processes.
• Create schedules achieving service levels and budget targets while balancing employees’ needs.
• Generate and review weekly, daily, and hourly forecasts and variance reports.
• Monitor real-time performance and adjust intraday to sustain service levels.

Skills

WFM analytics

Forecasting

Scheduling

KPI tracking

Data interpretation

Stakeholder communication

Process improvement

Analytical thinking

Education

Bachelor’s degree in business, analytics, or related field

Degree in Information Systems, Computer Science, or related field preferred

Tools

Calabrio

UKG

Reflexis

Quiynx

Job description

Richemont Americas is seeking a Workforce Management Systems Analyst to oversee the implementation and optimization of WFM tools and software. This role focuses on forecasting, scheduling, and capacity planning to ensure luxury service delivery while monitoring KPIs and balancing efficiency with client experience.

The analyst will lead configuration, collaborate with stakeholders, and provide actionable insights across scheduling and labor models to sustain optimal staffing and performance in a