Workforce Management & Insights Mgr

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

Role Overview

We are looking for a Workforce Management & Insights Manager to join our Client Relations Center (CRC) team in Grand Prairie, TX and lead the WFM team in implementing industry best-in-class resource planning services to our Maisons. As a Workforce Management & Insights Manager, you will be responsible for leading a team of WFM Specialists and utilizing modern tools and best-in-class processes to optimize staffing levels, drive efficiency, SLA performance and customer satisfaction. You will also be responsible for improving all WFM-related processes and tools while ensuring compliance and security standards are met.

Responsibilities

• Workforce Management: Ownership of all WFM-related processes and tools, including forecasting, scheduling, reporting and analysis
• Resource Planning: Develop and implement Capacity Plans, leveraging Erlang, to ensure optimal staffing levels and service delivery
• Management: Lead and develop a team of WFM Specialists, providing mentoring, feedback, and professional development opportunities
• Insights: Develop and implement metrics, reports and dashboards to measure WFM-specific KPIs; Act as a data-driven change agent to reveal trends and solutions to optimize performance
• Collaboration: Collaborate with cross-functional teams to develop and implement best practices in workforce management and scheduling
• Project Management: Coordinate special projects and programs as needed

Qualifications

• This role requires a strong understanding of workforce management principles, effective leadership skills, and the ability to analyze relevant WFM data
• 6+ years of experience in workforce management, with a minimum of 3 years leading WFM teams
• Proven WFM experience within an Omni-channel contact center environment, demonstrating proficiency across diverse customer interaction channels, both inbound and outbound.
• Must have strong critical thinking, organizational and above average written/verbal communication skills
• Strong ability to lead and partner in cross-functional teams
• Proficiency with workforce management software (e.g., Calabrio, NICE IEX, Verint, Aspect)
• Lean Six Sigma Black Belt (CLSSBB), Project Management Institute Project Management Professional (PMP), COPC, Customer Experience (CX) certifications preferred

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer

We care about our associates’ health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change.

At Richemont, We Craft the Future

Salary will be negotiated based on relevant skills and experience.