{"id":2854436,"url":"https://alion.io/job/richemont-workforce-management-insights-mgr","title":"Workforce Management & Insights Mgr","company":{"id":1791761,"name":"Richemont","domain":"richemont.com","url":"https://alion.io/company/richemont","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":137,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":8,"computed_at":"2026-10-20T05:45:00Z"}},"role":"HR","role_family":"HR","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Grand Prairie, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":61000,"max_usd":124000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":2604},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Erlang","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-07-15T00:00:00Z","employer_posted_date":"2026-07-15","last_verified_at":"2026-10-21T03:26:19Z","board_verified":true,"closed_at":null,"days_open":98,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":97},"description":"Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories.Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them.At the same time, we are committed to innovating and designing new products in line with the values of our Houses, through a process of permanent creativity.\nRole Overview\nWe are looking for a Workforce Management & Insights Manager to join our Client Relations Center (CRC) team in Grand Prairie, TX and lead the WFM team in implementing industry best-in-class resource planning services to our Maisons. As a Workforce Management & Insights Manager, you will be responsible for leading a team of WFM Specialists and utilizing modern tools and best-in-class processes to optimize staffing levels, drive efficiency, SLA performance and customer satisfaction. You will also be responsible for improving all WFM-related processes and tools while ensuring compliance and security standards are met.\nResponsibilities\nWorkforce Management: Ownership of all WFM-related processes and tools, including forecasting, scheduling, reporting and analysis\nResource Planning: Develop and implement Capacity Plans, leveraging Erlang, to ensure optimal staffing levels and service delivery\nManagement: Lead and develop a team of WFM Specialists, providing mentoring, feedback, and professional development opportunities\nInsights: Develop and implement metrics, reports and dashboards to measure WFM-specific KPIs; Act as a data-driven change agent to reveal trends and solutions to optimize performance\nCollaboration: Collaborate with cross-functional teams to develop and implement best practices in workforce management and scheduling\nProject Management: Coordinate special projects and programs as needed\nQualifications\nThis role requires a strong understanding of workforce management principles, effective leadership skills, and the ability to analyze relevant WFM data\n6+ years of experience in workforce management, with a minimum of 3 years leading WFM teams\nProven WFM experience within an Omni-channel contact center environment, demonstrating proficiency across diverse customer interaction channels, both inbound and outbound.\nMust have strong critical thinking, organizational and above average written/verbal communication skills\nStrong ability to lead and partner in cross-functional teams\nProficiency with workforce management software (e.g., Calabrio, NICE IEX, Verint, Aspect)\nLean Six Sigma Black Belt (CLSSBB), Project Management Institute Project Management Professional (PMP), COPC, Customer Experience (CX) certifications preferred\nRichemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.\n We Offer\nWe care about our associates’ health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change.\nAt Richemont, We Craft the Future\nSalary will be negotiated based on relevant skills and experience.\n#Richemont #WeCraftTheFuture","description_format":"text","description_chars":3827,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Life insurance","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Jewelry","Watches","Luxury Goods & Designer Brands"],"lifecycle":[{"event":"open","at":"2026-10-19T14:18:57Z"}],"visa":[],"liveness":{"score":4,"band":"cold","label":"Long shot","p_open":1,"p_active":0.152,"p_room":0.28,"age_days":97,"expected_fill_days":8,"reasons":["conf:0","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/richemont-workforce-management-insights-mgr","json_url":"https://alion.io/job/richemont-workforce-management-insights-mgr.json","meta":{"generated_at":"2026-10-21T04:14:31Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6194,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1791761},"rest":"https://alion.io/mcp/rest/get_company?id=1791761"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frichemont-workforce-management-insights-mgr"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frichemont-workforce-management-insights-mgr"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frichemont-workforce-management-insights-mgr"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/richemont-workforce-management-insights-mgr\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frichemont-workforce-management-insights-mgr"}]}