Senior Analyst, Workforce Management Systems, Client Relations Center

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values of our Houses, through a process of permanent creativity.

At Richemont Americas, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

Job Mission Reporting to the Senior Manager of Operations at the CRC, the Workforce Management Systems Analyst will oversee the implementation and optimization of Workforce Management (WFM) tools and software systems. This position is critical for managing the WFM system to enhance labor utilization and monitor key performance indicators (KPIs) to ensure that goals are consistently met. The Analyst is responsible for forecasting, scheduling, and capacity planning to ensure the CRC maintains optimal staffing for luxury service delivery.

This role provides actionable insights that balance efficiency and client experience excellence.

• 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. Communicate daily performance variances, emerging risks, and corrective actions to leadership and key stakeholders, escalating critical issues and partnering with operations to drive timely resolution during live business operations

• Education Degree in Information Systems, Computer Science, Business Administration, or related field preferred
• Required experience:
  
  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…