WFM Systems Analyst - Retail Ops & Capacity Planning

Richemont; Grand Prairie (LA); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer match

Wellness reimbursement

Paid time off

Job summary

Richemont Americas is seeking a Workforce Management Systems Analyst to optimize WFM tools and drive KPI-aligned staffing for luxury retail service. The role reports to the Senior Manager of Operations at the CRC and focuses on forecasting, scheduling, and capacity planning to ensure optimal staffing for high-quality client experiences.

You will collaborate with stakeholders to communicate gaps, risks, and recommendations, while maintaining intraday adjustments to meet service levels and budget

Qualifications

• Bachelor’s degree in a related field preferred.
• 3+ 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
• Keen sense of the experience, service and hospitality industry, ideally in the retail sector
• Exhibits agility and openness to new ideas and ways of working
• Excellent analytical, organizational, and communication skills required (both written & verbal)
• Curiosity, proactivity, and the ability to anticipate needs before they become issues. Entrepreneurial spirit demonstrated by ability to work effectively with limited supervision
• Ability to work in a diverse, fast-paced, evolving environment with strong attention to detail and the ability to handle multiple tasks simultaneously

Responsibilities

• System Maintenance and Enhancement: Maintain the workforce management system, supporting any potential upgrades and enhancements to continuously align with the evolving 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 proactively communicate gaps, risks, and recommendations
• Capacity Planning Management: Maintain and adjust components of the labor model to meet business requirements, ensuring optimal staffing and scheduling, volume forecasts, labor standards, and appropriate scheduling processes
• Schedule Management: Assign Ambassador schedules, organize and document current assignments, handle schedule exceptions, and complete corresponding updates in the workforce management tool. Create schedules that achieve service levels, revenue goals, and budget parameters while maintaining fair scheduling practices that meet both business and employee needs.
• Forecasting and Reporting: Analyze, develop, and report weekly, daily, and hourly forecasts and variance reports. Collect and analyze historical volume data to achieve optimal
• Monitor real-time operational performance, including queue health, service levels, staffing alignment, and adherence, and execute intraday adjustments to mitigate performance risks and maintain service expectations.

Skills

WFM systems

Forecasting

Scheduling

Data analytics

Stakeholder communication

Education

Bachelor's degree in Business

Degree in Information Systems

Tools

Calabrio

UKG

Reflexis

Quiynx

Job description

Richemont Americas is seeking a Workforce Management Systems Analyst to optimize WFM tools and drive KPI-aligned staffing for luxury retail service. The role reports to the Senior Manager of Operations at the CRC and focuses on forecasting, scheduling, and capacity planning to ensure optimal staffing for high-quality client experiences.

You will collaborate with stakeholders to communicate gaps, risks, and recommendations, while maintaining intraday adjustments to meet service levels and budget