Cartier Client Relations Workforce Management Specialist

Cartier, a prestigious name in the luxury goods sector, is renowned for its exquisite craftsmanship and timeless elegance. As part of the Richemont Group, Cartier benefits from the global reach and resources of one of the world's leading luxury conglomerates. The brand is committed to delivering unparalleled client experiences and fostering a culture of excellence and innovation.

1. Forecast contact volumes across all European markets on a daily, weekly, monthly, and annual basis, considering all customer interaction channels.
2. Evaluate capacity requirements and design schedules to ensure optimal coverage.
3. Develop short- and long-term staffing models, providing data-driven recommendations for adequate staffing.
4. Oversee the shift scheduling process, focusing on maximizing service level agreement performance and employee satisfaction.
5. Regularly compare actual results against forecasts to identify gaps and improvement opportunities.
6. Design and implement real-time operational dashboards to enhance supervisory visibility and response efficiency.
7. Deliver recurring performance reports to management and collaborate closely with Team Leaders to adjust schedules as needed.
8. Maintain ongoing communication with top management to align staffing plans with current and projected volumes.
9. Continuously develop and enhance the Workforce Management tool, integrating new features to support productivity and efficiency.

1. Experience in operational analytics, workforce planning, capacity modeling, or customer service operations.
2. Strong IT and data management skills, with proficiency in Microsoft Office applications and WFM systems.

1. Analytical thinking and problem-solving orientation.
2. Proficiency in analyzing large, complex datasets and converting them into meaningful insights.
3. Attention to detail and the ability to spot potential issues and ask pertinent questions.
4. Effective communication, proactivity, and time management.
5. Excellent written and verbal English communication skills.

Experience in operational analytics, workforce planning, capacity modeling, or customer service operations is advantageous.

The position offers a comprehensive benefits package, including opportunities for professional development and career advancement within a globally recognized luxury brand.

Cartier fosters a culture of excellence, innovation, and collaboration. The company values proactive and informed individuals who are passionate about delivering exceptional client experiences. Employees are encouraged to develop their skills and contribute to the brand's legacy of luxury and sophistication.