Richemont Workforce Management Specialist

Richemont, a distinguished leader in the luxury goods sector, is renowned for its prestigious Maisons, which include some of the most celebrated names in the industry. As part of Richemont Americas, the company is committed to fostering a diverse and inclusive workforce that mirrors the rich diversity of its clientele and communities. This commitment to diversity fuels creativity and innovation, driving the company to deliver unparalleled excellence.

1. Generate and deliver optimized schedules for team members within the Client Relations Center using Workforce Management technology.
2. Monitor real-time staff allocation across multiple contact channels to ensure optimized service levels.
3. Manage agent skilling across contact channels and support real-time skill changes.
4. Oversee and document Ambassador schedule assignments, including schedule exceptions and updates in the workforce management tool.
5. Collaborate with CRC leaders to develop staffing strategies that account for growth, seasonal variations, and special events.
6. Create schedules that meet service levels, revenue goals, and budget parameters while maintaining fair scheduling practices.
7. Respond to inquiries from Ambassadors and contact center leadership within SLA parameters.
8. Serve as a subject matter expert for the workforce management tool.
9. Analyze and report weekly, daily, and hourly forecasts and variances.
10. Collect and analyze historical call volumes for optimal volume forecasting.
11. Propose proactive operational strategies based on historical and seasonal trends.
12. Provide analysis and recommendations to improve service and staffing levels to executive management.
13. Verify staff adherence to schedules and report planned versus actual staffing data.
14. Develop and maintain WFM reporting through the workforce management tool and Business Intelligence.
15. Administer call queues within the WFM system and assist with troubleshooting.
16. Collaborate with IT to resolve discrepancies and understand new reporting functionalities.

1. Bachelor’s degree or equivalent job experience.
2. 3-5 years of experience as a Workforce Management Specialist.
3. Experience with scheduling in a contact center environment.

1. Advanced knowledge of workforce management software (e.g., NICE, Calabrio, Verint, IEX).
2. Advanced skills in Microsoft Excel.
3. Knowledge of Salesforce and Business Intelligence tools (e.g., Power BI, Tableau, SAC) is a plus.
4. Proven ability to work in a fast-paced changing environment.
5. High-level accuracy with excellent attention to detail.
6. Excellent writing, verbal, and analytical communication skills.

3-5 years of experience as a Workforce Management Specialist, with a focus on scheduling in a contact center environment.

Bachelor’s degree or equivalent job experience.

Salary will be negotiated based on relevant skills and experience.

Richemont offers a comprehensive benefits package including medical, dental, and vision programs, health savings and flexible spending accounts, life insurance, disability benefits, and a 401(k) with employer match. Additional benefits include wellness reimbursement, paid time off, and volunteer time off days.

Richemont is dedicated to crafting the future by fostering an inclusive and dynamic workplace culture. The company values diversity as a source of creativity and innovation, ensuring that all employees feel empowered and valued. Richemont promotes a balanced work-life environment and encourages community engagement through volunteer initiatives.