Richemont Workforce Management & Insights Manager
- Location
- Grand PrairieTexasUSA
- Employment
- Full-Time
- Seniority
- Manager
- Department
- Executive & General Management
- Posted
- Jul 6, 2026
About Richemont
Richemont is one of the world’s foremost luxury groups, stewarding a distinguished portfolio of maisons across jewellery, watchmaking, fashion and accessories, including Cartier, Van Cleef & Arpels, Jaeger-LeCoultre and Montblanc. As an employer, it combines the heritage of artisanal excellence with a forward-looking culture shaped by innovation, client-centricity and responsible business. Its global teams operate in an environment that values craftsmanship, entrepreneurship and collaboration, offering opportunities to grow within iconic maisons and group functions alike. Richemont attracts professionals who aspire to contribute to enduring luxury, preserving rare savoir-faire while helping define the future of high craftsmanship.
Richemont seeks a Workforce Management & Insights Manager in Grand Prairie, TX to lead WFM operations and optimize resource planning for luxury Maisons.
Role & Responsibilities
- Lead and oversee all workforce management processes, tools, forecasting models, scheduling systems, reporting frameworks, and analytical functions across the Client Relations Center
- Develop and implement capacity plans utilizing Erlang methodology to ensure optimal staffing levels, service delivery, and SLA performance across omni-channel contact center operations
- Lead, mentor, and professionally develop a team of WFM Specialists, providing constructive feedback and creating advancement opportunities
- Design and implement comprehensive metrics, dashboards, and reports to measure WFM-specific KPIs; serve as a data-driven change agent to identify trends, benchmark performance, and recommend solutions for operational optimization
- Partner with cross-functional teams across Richemont's Maisons to develop, implement, and disseminate best practices in workforce management and scheduling
- Coordinate special projects and strategic programs as assigned
Qualifications
- Minimum 6+ years of progressive experience in workforce management
- Minimum 3 years of demonstrated leadership experience managing WFM teams
- Proven WFM experience within an omni-channel contact center environment with proficiency across diverse customer interaction channels, both inbound and outbound
- Advanced critical thinking and organizational capabilities
- Superior written and verbal communication skills
- Demonstrated ability to lead, influence, and partner effectively across cross-functional teams
- Proficiency with workforce management software platforms such as Calabrio, NICE IEX, Verint, or Aspect
- Lean Six Sigma Black Belt (CLSSBB), Project Management Institute Project Management Professional (PMP), COPC, or Customer Experience (CX) certifications preferred
Skills
Experience
Minimum 6+ years of workforce management experience, with at least 3 years in a leadership capacity managing WFM teams. Proven track record leading omni-channel contact center operations with demonstrated expertise in forecasting, capacity planning, scheduling optimization, and SLA performance management.
Education
No specific degree requirement stated; relevant certifications including Lean Six Sigma Black Belt (CLSSBB), PMP, COPC, or Customer Experience (CX) certifications are preferred.
Workplace
This position is based in Grand Prairie, Texas, USA, within easy reach of Dallas.
Benefits
Medical, dental, and vision coverage; health savings and flexible spending accounts; employee assistance program; life insurance; disability benefits; 401(k) with employer match; wellness reimbursement benefit; paid time off; volunteer time off days to support community initiatives.
Culture
Richemont fosters a refined, international workplace where its Maisons preserve exceptional craftsmanship while benefiting from the strength and perspective of a global luxury group. As an employer, it values long-term stewardship, collaboration, innovation, and the development of talent within an environment shaped by heritage, creativity, and high standards.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Richemont, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Workforce Planning Manager», «WFM Operations Manager», «Resource Planning Director», «Contact Center Workforce Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.