Workforce Management & Insights Senior Manager

At Richemont Americas, we aspire to reflect the ever-changing world around us. We are proud to employ talent from many different backgrounds, experiences, and identities to build a continually evolving, inclusive community where the diversity of our colleagues and clients is rich and celebrated. We believe when inclusion is fully embraced and empowered, creativity and knowledge emerge to deliver excellence, advancing the community that is uniquely Richemont Americas.

 

Workforce Management & Insights Senior Manager

Richemont | Grand Prairie, TX

Reports to: Digital Operations Director

 

 

Role Overview

We are looking for a Workforce Management & Insights Senior 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 Senior 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
• 8+ years of experience in workforce management, with a minimum of 5 years leading WFM teams
• 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 – United States

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the