WFM Systems Analyst – Forecasting & Scheduling

Richemont; Grand Prairie (LA); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Medical benefits

Dental and vision coverage

401(k) with employer match

Paid time off

Job summary

Richemont seeks a Workforce Management Systems Analyst to oversee implementation and optimization of WFM tools, improving labor utilization and KPI monitoring across luxury service delivery.

You will forecast, schedule, and manage capacity to ensure optimal staffing, producing actionable insights for efficiency and guest experience. Collaborate with leadership to drive intraday adjustments and maintain service levels.

Qualifications

• Bachelor's degree in business, analytics, or related field.
• 4+ years of WFM experience in a contact center.
• 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.

Responsibilities

• System Maintenance and Enhancement: Maintain the workforce management system, supporting upgrades and enhancements to align with the retail operating model.
• Configuration and Utilization: Optimize the configuration and utilization of the WFM software to support changing operational needs.
• Leadership Collaboration: Conduct and lead meetings with stakeholders to communicate gaps, risks, and recommendations.
• Capacity Planning Management: Maintain labor model components to meet staffing requirements, volume forecasts, and scheduling processes.
• Schedule Management: Create schedules that achieve service levels, revenue goals, and budgets while balancing employee needs.

Skills

WFM analytics

Stakeholder communication

Problem solving

Forecasting & scheduling

Education

Bachelor's degree in related field

Tools

Calabrio

UKG

Reflexis

Quiynx

Job description

Richemont seeks a Workforce Management Systems Analyst to oversee implementation and optimization of WFM tools, improving labor utilization and KPI monitoring across luxury service delivery.

You will forecast, schedule, and manage capacity to ensure optimal staffing, producing actionable insights for efficiency and guest experience. Collaborate with leadership to drive intraday adjustments and maintain service levels.