Workforce Management Specialist - Grand Prairie

As a Workforce Management Specialist at Richemont in Grand Prairie, you will play a crucial role in optimizing schedules and staffing within the Client Relations Center. You will leverage Workforce Management technology to ensure efficient operations and support the leadership team in assessing staffing requirements.

• Monitor and manage real-time staff allocation across multiple contact channels to ensure optimized service levels.
• Manage skilling of agents across contact channels and support real-time skill changes.
• Oversee assignment of Ambassador’s schedules and document current assignments and schedule exceptions.
• Work with CRC leaders to build staffing requirement strategies for growth, seasonal variations, and special events.
• Create schedules that ensure achievement of service levels, revenue goals, and budget parameters.
• Respond to inquiries from Ambassadors and contact center leadership within SLA parameters.
• Analyze, develop, and report forecasts and variance reporting.
• Collect and analyze historical call volumes for optimal volume forecasting.
• Provide analysis and recommendations to improve service and staffing levels.
• Verify staff adherence to schedules and report planned versus actual staffing data.
• Develop and maintain WFM reporting through workforce management tools and Business Intelligence.
• Collaborate with IT to resolve discrepancies and facilitate system changes.

• Bachelor’s degree or equivalent job experience.
• 3-5 years’ experience as a WFM specialist.
• Experience with scheduling in a contact center environment.
• Advanced working knowledge of workforce management software and Microsoft Office Suite.
• Knowledge of Salesforce and Business Intelligence tools is a plus.
• Proven ability to work in a fast-paced changing environment.
• Positive attitude and high resilience.
• High-level accuracy with excellent attention to detail.
• Excellent writing, verbal, and analytical communication skills.