Senior Analyst, Workforce Management Systems, Client Relations Center

About the role

Reporting to the Senior Manager of Operations at the CRC, the Workforce Management Systems Analyst will oversee the implementation and optimization of Workforce Management (WFM) tools and software systems. This position is critical for managing the WFM system to enhance labor utilization and monitor key performance indicators (KPIs) to ensure that goals are consistently met. The Analyst is responsible for forecasting, scheduling, and capacity planning to ensure the CRC maintains optimal staffing for luxury service delivery. This role provides actionable insights that balance efficiency and client experience excellence.

Responsibilities

• System Maintenance and Enhancement: Maintain the workforce management system, supporting any potential upgrades and enhancements to continuously align with the evolving retail operating model.
• Configuration and Utilization: Optimize the configuration and utilization of the WFM software to support changing operational needs.
• Leadership Collaboration: Conduct and lead meetings with stakeholders to proactively communicate gaps, risks, and recommendations.
• Capacity Planning Management: Maintain and adjust components of the labor model to meet business requirements, ensuring optimal staffing and scheduling, volume forecasts, labor standards, and appropriate scheduling processes.
• Schedule Management: Assign Ambassador schedules, organize and document current assignments, handle schedule exceptions, and complete corresponding updates in the workforce management tool. Create schedules that achieve service levels, revenue goals, and budget parameters while maintaining fair scheduling practices that meet both business and employee needs.
• Forecasting and Reporting: Analyze, develop, and report weekly, daily, and hourly forecasts and variance reports. Collect and analyze historical volume data to achieve optimal performance.
• Monitor real-time operational performance, including queue health, service levels, staffing alignment, and adherence, and execute intraday adjustments to mitigate performance risks and maintain service expectations.
• Communicate daily performance variances, emerging risks, and corrective actions to leadership and key stakeholders, escalating critical issues and partnering with operations to drive timely resolution during live business operations.

Requirements

• Bachelor’s degree in Information Systems, Computer Science, Business Administration, business, analytics, or related field preferred.
• 4+ years of WFM experience in a contact center environment.
• Experience utilizing WFM systems (Calabrio, UKG, Reflexis, Quiynx, or others) to deliver optimal scheduling, staffing, and employee experience.
• Data and analytics-driven approach to problem solving with experience outcomes, relying on clear, direct, and empathetic communication.
• Keen sense of the experience, service, and hospitality industry, ideally in the retail sector.
• Exhibits agility and openness to new ideas and ways of working.
• Excellent analytical, organizational, and communication skills required (both written & verbal).
• Curiosity, proactivity, and the ability to anticipate needs before they become issues.
• Entrepreneurial spirit demonstrated by ability to work effectively with limited supervision.
• Ability to work in a diverse, fast-paced, evolving environment with strong attention to detail and the ability to handle multiple tasks simultaneously.

Benefits

• Comprehensive medical, dental, and vision programs.
• Health savings and flexible spending accounts.
• Employee assistance program for you and your household members.
• Income protection solutions including life insurance and disability benefits.
• 401(k) with employer match.
• Wellness reimbursement benefit.
• Paid time off.
• Volunteer time off days to support local community initiatives.