WFM & Insights Manager: Strategy & Optimization

Richemont; Grand Prairie (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401k with employer match

Wellness reimbursement

Paid time off

Volunteer time off

Job summary

Richemont is seeking a Workforce Management & Insights Manager to lead the WFM team in Grand Prairie, TX, optimizing staffing and customer satisfaction. You will own forecasting, scheduling, reporting, and capacity planning to ensure service level targets are met.

Lead a team of WFM Specialists, develop dashboards, and drive cross‑functional collaboration to deliver improvements. Strong leadership, data skills, and experience in omni‑channel environments are required.

Qualifications

• 6+ years in workforce management with 3+ years leading WFM teams.
• Omni‑channel contact center experience across inbound/outbound.
• Proficiency with WFM software Calabrio, NICE IEX, Verint or Aspect.

Responsibilities

• Own forecasting, scheduling, reporting and analysis for WFM.
• Develop and implement Capacity Plans to optimize staffing.
• Lead and mentor a team of WFM Specialists.
• Create metrics, dashboards and data‑driven insights to drive performance.
• Collaborate with cross‑functional teams to apply best practices.
• Coordinate special projects and programs as needed.

Skills

WFM leadership

Forecasting & scheduling

Data analysis

Cross-functional collaboration

Communication

Project management

Education

Lean Six Sigma Black Belt

PMP

COPC / CX certifications

Tools

Calabrio

NICE IEX

Verint

Aspect

Job description

Richemont is seeking a Workforce Management & Insights Manager to lead the WFM team in Grand Prairie, TX, optimizing staffing and customer satisfaction. You will own forecasting, scheduling, reporting, and capacity planning to ensure service level targets are met.

Lead a team of WFM Specialists, develop dashboards, and drive cross‑functional collaboration to deliver improvements. Strong leadership, data skills, and experience in omni‑channel environments are required.