Workforce Management & Insights Mgr

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.

• 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

• 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. The benefits program includes medical, dental, and vision coverage; health savings and flexible spending accounts; an employee assistance program; life insurance, disability benefits, and a 401(k) with employer match; wellness reimbursement; paid time off; and volunteer time off to support community initiatives. Salary will be negotiated based on relevant skills and experience.