Strategic Workforce Management & Insights Lead

Richemont Iberia SL; Grand Prairie (TX); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with employer match

Wellness reimbursement

Paid time off

Job summary

Richemont Iberia SL in Grand Prairie, TX is seeking a Workforce Management & Insights Manager to lead the WFM team within the Client Relations Center. You will oversee forecasting, scheduling, reporting, and analytics to optimize staffing, SLA performance, and customer satisfaction while ensuring security and compliance.

The role emphasizes developing capacity plans, mentoring WFM specialists, delivering dashboards and KPIs, and partnering with cross-functional teams to implement best practices

Qualifications

• WFM principles and practices across multi-channel contact centers.
• 6+ years in workforce management with at least 3 years leading WFM teams.
• Omni-channel WFM experience across inbound/outbound.
• Strong analytical, planning, and communication skills.
• Ability to lead cross-functional partnerships and projects.

Responsibilities

• Ownership of all WFM processes and tools including forecasting, scheduling, reporting and analysis.
• Develop Capacity Plans leveraging Erlang to optimize staffing and service delivery.
• Lead and develop a team of WFM Specialists with mentoring and growth.
• Develop metrics, reports and dashboards to measure WFM KPIs and drive improvements.
• Collaborate with cross-functional teams to implement best practices in workforce management and scheduling.
• Coordinate special projects and programs as needed.

Skills

Leadership

WFM / Forecasting

Data analysis

Cross-functional collaboration

Communication (verbal/written)

Education

Lean Six Sigma Black Belt (CLSSBB)

PMP

COPC Certification

CX Certification

Tools

Calabrio

NICE IEX

Verint

Aspect

Job description

Richemont Iberia SL in Grand Prairie, TX is seeking a Workforce Management & Insights Manager to lead the WFM team within the Client Relations Center. You will oversee forecasting, scheduling, reporting, and analytics to optimize staffing, SLA performance, and customer satisfaction while ensuring security and compliance.

The role emphasizes developing capacity plans, mentoring WFM specialists, delivering dashboards and KPIs, and partnering with cross-functional teams to implement best practices