Workforce Management Specialist - Grand Prairie

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.

Workforce Management Specialist, Richemont, Grand Prairie, TX

Brand/Function: Richemont North America Client Relations Center

Job Title: Workforce Management Specialist

Reporting to: Workforce Management & Insights Senior Manager

Location: Grand Prairie, TX

FLSA: Exempt

Role Overview

Primary Duties:

The Workforce Management Specialist (WFM) generates and delivers optimized schedules for team members within the Client Relations Center (CRC) by leveraging Workforce Management technology.

The specialist will be responsible for monitoring intra-day performance and entering schedule adjustments to ensure the leadership team accurately assesses staffing requirements.

This role involves maintaining short-term and long-term forecast models that will be leveraged in a capacity plan strategy including data capture for forecast accuracy.

Responsibilities

Key Responsibility 1:

• Monitor and manage real-time staff allocation across multiple contact channels to ensure optimized service levels
• Manage skilling of agents across contact channels, and support real-time skill changes
• Oversee assignment of Ambassador’s schedules to include organizing and documenting current assignments, any schedule exceptions, and completing corresponding updates in the workforce management tool.
• Work with CRC leaders to build staffing requirement strategies that account for growth, seasonal variations, and special events affecting call volumes.
• Creates schedules that ensure achievement of service levels, revenue goals, operating and budget parameters that maintain fair scheduling practices that meet business and employee needs.
• Respond to Ambassadors and contact center leadership inquiries within SLA parameters.
• Subject matter expert for the workforce management tool

Key Responsibility 2:

Operational Support

• Analyzes, develops, and reports weekly/daily/hourly forecasts and variance reporting.
• Collects, manipulates, and analyzes historical call volumes for multiple Maisons in order to achieve optimal volume forecasting.
• Analyzes historical and seasonal trends to propose pro-active operational strategies including FTE requirements and skillset needs.
• Provides analysis and recommendations that improve service and staffing levels in accordance with portfolio growth to executive management.
• Verifies staff adherence to schedules, and report planned versus actual staffing data, while working with leadership to improve agent productivity.
• Develops, maintains WFM reporting through the workforce management tool and Business Intelligence, that includes call volume trends, long term and short term forecasting results, staffing summaries, adherence achievements, and presents to executive management on a monthly and quarterly basis.
• Administers call queues within the WFM system, immediately reporting queue issues to all stakeholders, and assists with troubleshooting.
• As necessary, performs other job related duties.

Key Responsibility 3:

Information Technology (IT) Liaison:

• Collaborate with Local and Central IT to resolve any discrepancies and/or to better understand new reporting functionalities.
• Act as the CRC liaison to the IT department for facilitation of system changes and configuration related to reporting.

Qualifications:

Geographical Area Under Responsibility: North America (US and Canada), Mexico, and Latin America

Brand Under Responsibility: All Maisons in the CRC

Education:

Minimum a Bachelor’s degree required or equivalent job experience

Required Experience:

• Plus 3 - 5 years’ experience as a WFM specialist
• Experience with scheduling in a contact center environment

Technical Skills/Abilities:

• Advance Working knowledge of workforce management software (i.e.: NICE, Calabrio, Verint, IEX, etc.) plus Knowledge of Microsoft Office Product Suite (Word, Excel, PowerPoint, Outlook) - advanced skills in Excel are required
• Knowledge of Salesforce and any Business Intelligence tools (Power BI, Tableau, SAC) is a plus
• Experience with contact center forecasting and capacity planning is a plus

Personal Skills:

• Proven ability to work in a fast-paced changing environment.
• Positive attitude and high resilience.
• High-level accuracy with excellent attention to detail.
• Excellent writing, verbal, and analytical communications skill.

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

EXPECTED SALARY RANGE:

Salary will be negotiated based on relevant skills and experience.

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