Workforce Management Insights Senior Manager

As a Workforce Management & Insights Senior Manager at Richemont in Grand Prairie, TX, you will lead the Workforce Management (WFM) team in implementing industry best-in-class resource planning services. Your role will involve optimizing staffing levels, driving efficiency, and ensuring customer satisfaction while maintaining compliance and security standards.

• Own all WFM-related processes and tools, including forecasting, scheduling, reporting, and analysis.
• Develop and implement Capacity Plans to ensure optimal staffing levels and service delivery.
• Lead and develop a team of WFM Specialists, providing mentoring and professional development opportunities.
• Develop and implement metrics, reports, and dashboards to measure WFM-specific KPIs.
• Collaborate with cross-functional teams to develop and implement best practices in workforce management and scheduling.
• Coordinate special projects and programs as needed.

• 8+ years of experience in workforce management, with a minimum of 5 years leading WFM teams.
• Strong understanding of workforce management principles and effective leadership skills.
• 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.
• Strong critical thinking, organizational, and communication skills.