Analyst, WFM

Job Description:

Who We Are:
Saks Global is the largest multi-brand luxury retailer in the world, comprising Saks Fifth Avenue, Neiman Marcus, Bergdorf Goodman, Saks OFF 5TH, Last Call and Horchow. Its retail portfolio includes 70 full-line luxury locations, additional off-price locations and five distinct e-commerce experiences. With talented colleagues focused on delivering on our strategic vision,  The Art of You,   Saks Global is redefining luxury shopping by offering each customer a personalized experience that is unmistakably their own .  By leveraging the most comprehensive luxury customer data platform in North America, cutting-edge technology, and strong partnerships with the world's most esteemed brands, Saks Global is shaping the future of luxury retail.
Saks Global Properties & Investments includes Saks Fifth Avenue and Neiman Marcus flagship properties and represents nearly 13 million square feet of prime U.S. real estate holdings and investments in luxury markets.

Role Summary:

As a Real-Time Analyst WFM at Saks Global, you will play a critical role in monitoring the intraday performance of our Contact Center BPO operations, ensuring adherence to schedules, service levels, and occupancy goals. You will collaborate closely with WFM and Operations teams to provide real-time insights, manage staffing variances, and take proactive measures to optimize performance. This role is central to maintaining efficient operations by tracking key metrics, addressing service risks in real time and communicating performance trends to relevant stakeholders in a fast-paced, metric-driven environment. Success in this position requires strong analytical skills, a proactive mindset, and the ability to collaborate with cross-functional teams while working in a fast-paced, metric-driven environment.

Key Qualifications:

● Bachelors degree in any discipline.
● 2+ years’ Workforce Management with RTA experience.
● Familiarity with WFM tools like NICE IEX, Aspect, Playvox or similar.
● Good understanding of contact center metrics: AHT, SL, ASA, Adherence, Occupancy etc.
● Strong attention to detail and time management skills.
● Effective communicator with the ability to work in real-time setting.
● Willingness to work in rotational shifts as per business needs.

Preferred Qualifications (nice to have):

● Prior experience in a multi-channel support center.
● Proficiency in MS Excel and Google Sheets
● Exposure to reporting tools like Tableau, Power BI (a plus).
● Basic knowledge of WFM best practices and KPIs.

Role Description:

● Monitor real-time queues for voice, chat and email channels.
● Track and report on schedule adherence, occupancy, and service levels.
● Respond to intraday issues such as spikes in volume, absenteeism, or system outages.
● Take action on short-term staffing adjustments (e.g., re-skilling, breaks, overtime).
● Provide timely communication to leadership on performance deviations.
● Update and maintain intraday dashboards, trackers, and reporting sheets.
● Ability to identify intraday trends and recommend actionable solutions.
● Assist in producing daily/weekly performance summaries.
● Work closely with scheduling and operations teams to handle exceptions and support conformance.
● Contribute ideas for continuous improvement of real-time management processes and tools

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Saks.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

*The above expected salary range may have some variability based upon factors including, but not limited to, a candidate’s overall experience, qualifications, and geographic location. If you are interested in the role, we encourage you to apply and, if selected to move forward in the interview process, you will have a chance to speak with our recruitment team regarding your specific salary expectations.

This position is approved for INTERNAL hiring only. Please do not share outside of the organization.