Senior WFM Systems & Analytics Lead

Richemont Iberia SL; Grand Prairie (TX); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health savings account

401(k) with employer match

Paid time off

Wellness reimbursement

Job summary

Richemont Americas is seeking a Workforce Management Systems Analyst to oversee the implementation and optimization of WFM tools and software systems. The role focuses on forecasting, scheduling, capacity planning, and KPI monitoring to ensure optimal staffing for luxury service delivery.

You will lead capacity planning, schedule management, and real-time performance monitoring, collaborating with stakeholders to drive timely resolutions during live operations.

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, Business Administration, or related field preferred.
• Bachelor’s degree in business, analytics, or related field preferred.
• 4+ years of WFM experience in a contact center environment.
• Experience using WFM systems to optimize scheduling, staffing, and employee experience.

Responsibilities

• Maintain the workforce management system and support upgrades and enhancements.
• Optimize the configuration and utilization of the WFM software to meet changing needs.
• Lead meetings with stakeholders to communicate gaps, risks, and recommendations.
• Maintain and adjust the labor model to ensure optimal staffing and scheduling, volume forecasts, and labor standards.
• Create ambassador schedules and manage updates to meet service levels, revenue goals, and budgets.
• Develop and report weekly, daily, and hourly forecasts and variance analyses.
• Monitor real-time performance and execute intraday adjustments to mitigate risks and meet service expectations.

Skills

Analytical thinking

Communication skills

Problem solving

Attention to detail

Multitasking

Collaborative

Education

Bachelor’s degree in Information Systems, Computer Science, Business Administration, or related field

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

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 systems. The role focuses on forecasting, scheduling, capacity planning, and KPI monitoring to ensure optimal staffing for luxury service delivery.

You will lead capacity planning, schedule management, and real-time performance monitoring, collaborating with stakeholders to drive timely resolutions during live operations.