Trainee, 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 Trainee WFM at Saks Global, you will learn and support in monitoring Contact Center BPO's performance to ensure service levels, adherence, and productivity goals are met. Under the guidance of experienced WFM professionals, you'll learn to track agent schedules, analyze intraday trends, and take care of workforce adjustments to maintain operational efficiency.

This entry-level role is ideal for individuals eager to build a career in Workforce Management. Success requires strong attention to detail, basic analytical & excel skills, and a willingness to learn WFM metrics, contact center tools, and real-time decision-making processes in a fast-paced environment.

Key Qualifications

• Bachelor's degree in any discipline.
• Analytical skill and problem-solving skills with keen attention to details.
• Basic computer literacy and comfort with MS Excel/Google Sheets.
• Effective written and verbal communication
• Eagerness to learn and adapt quickly.
• Willingness to work in rotational shifts, weekends or across different time zones.

Preferred Qualifications (nice To Have)

• Basic understanding of contact center operations or WFM metrics (e.g., Service Level, AHT, Occupancy etc.)
• Interest or background in data analysis or statistics.
• Knowledge of reporting or visualization tools (e.g., Power BI, Tableau)
• Proactive attitude and team-oriented mindset.

Role Description

• Assist in monitoring real-time performance across channels (voice, chat, email).
• Learn and apply basic concepts of schedule adherence, occupancy and service levels.
• Support in preparing and updating trackers, reports and performance dashboards.
• Shadow experienced RTAs to understand real-time decision-making and escalation protocols.
• Help manage schedule exceptions, attendance logs, and agent status tracking.
• Participate in WFM training programs and on-the-job learning activities.
• Communicate clearly with internal teams and escalate issues to senior team members when needed.

Your Life And Career At Saks Global

• Opportunity to work in a dynamic fast paced environment at a company experiencing growth and transformation
• Exposure to rewarding career advancement opportunities across the largest multi-brand luxury retailer from retail to distribution, to digital or corporate
• Comprehensive benefits package for all eligible full-time employees (including medical, vision and dental)

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