WFM Systems Analyst — Contact Center Optimization & Forecasting

Cartier; Grand Prairie (TX); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Dental coverage

Vision insurance

HSA/FSA

401(k) with employer match

Wellness reimbursement

Paid time off

Volunteer time off

Job summary

Richemont Americas seeks a Workforce Management Systems Analyst to oversee, optimize, and forecast labor across luxury service delivery. You will manage WFM tools, drive capacity planning, and deliver actionable insights to balance efficiency with client experience.

Reporting to the Senior Manager of Operations at the CRC, this role requires collaboration with stakeholders, data-driven decision making, and strong communication to ensure service levels and budget adherence.

Qualifications

• Bachelor's degree in business, analytics, or related field preferred.
• 4+ years of WFM experience in a contact center environment.
• Experience utilizing WFM systems (Calabrio, UKG, Reflexis, Quiynx, or others) to deliver optimal scheduling, staffing, and employee experience.
• Data and analytics-driven approach to problem solving with experience outcomes, relying on clear, direct, and empathetic communication.
• Keen sense of the experience, service and hospitality industry, ideally in the retail sector.

Responsibilities

• Maintain the workforce management system, supporting upgrades and enhancements to align with the evolving retail operating model.
• Optimize the configuration and utilization of the WFM software to support changing operational needs.
• Lead meetings with stakeholders to communicate gaps, risks, and recommendations.
• Maintain and adjust components of the labor model to meet business requirements, ensuring optimal staffing and scheduling, volume forecasts, labor standards, and scheduling processes.
• Create schedules that achieve service levels, revenue goals, and budget parameters while maintaining fair scheduling.
• Analyze, develop, and report weekly, daily, and hourly forecasts and variance reports; collect and analyze historical volume data to optimize.
• Monitor real-time operational performance, including queue health, service levels, staffing alignment, and adherence; execute intraday adjustments.

Skills

Analytical skills

Communication skills

Problem solving

Attention to detail

Adaptability

Education

Bachelor's degree in Information Systems, Computer Science, or related field

Bachelor's degree in business or analytics

Tools

Calabrio

UKG

Reflexis

Quiynx

Job description

Richemont Americas seeks a Workforce Management Systems Analyst to oversee, optimize, and forecast labor across luxury service delivery. You will manage WFM tools, drive capacity planning, and deliver actionable insights to balance efficiency with client experience.

Reporting to the Senior Manager of Operations at the CRC, this role requires collaboration with stakeholders, data-driven decision making, and strong communication to ensure service levels and budget adherence.