Senior 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 worlds 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 Senior Real-Time Analyst WFM at Saks Global, you will be responsible for managing the real-time performance monitoring of our Contact Center BPO operations, ensuring service levels, adherence, occupancy, and productivity targets are consistently achieved. In this pivotal role, you’ll take ownership of intraday management strategies, provide real-time insights, and proactively implement workforce adjustments to mitigate risks and optimize service delivery. Collaborating with WFM Planning, Operations, and other cross-functional teams, you’ll drive operational efficiency, manage escalations, and mentor junior RTAs while ensuring alignment with business priorities and performance goals.

Success in this position requires advanced analytical skills, sound decision-making under pressure, and the ability to lead real-time strategy while collaborating effectively with cross-functional teams. A proactive, results-oriented mindset and a deep understanding of WFM metrics and tools are essential to thrive in this fast-paced, performance-driven environment.

Key Qualifications

• Bachelors degree in any discipline.
• 3+ years of experience in WFM with at least 1-2 year as real-time analyst.
• Proficiency in WFM tools (e.g., NICE IEX, Aspect, Calabrio, Playvox etc.)
• Strong understanding of contact center metrics (AHT, SL, ASA, Occupancy, Adherence).
• Excellent analytical, problem-solving, and communication skills.
• Intermediate to advanced Excel skills (e.g., Pivot Tables, VLOOKUP, Charts).
• Ability to thrive in a fast-paced, dynamic environment.
• Willingness to work in rotational shifts as per business needs.
  
  

• Experience supporting multi-site or multi-channel contact centers.
• Knowledge of dashboard/reporting tools (e.g. Tableau, Power BI).
• Familiarity with workforce automation and RTA alert systems.
• Lean Six Sigma or WFM certification (a plus).
  
  

• Monitor real-time queue performance across multiple channels (voice, chat, email, etc.)
• Execute intraday management strategies including skill changes, break/lunch management, and overtime/offline activities.
• Provide real-time performance reports, variance analysis, and proactive recommendations to leadership.
• Identify and escalate service-level risks and operational issues in a timely manner.
• Collaborate with scheduling and forecasting teams to adjust resource allocation as needed.
• Coordinate with team leaders and operations for schedule adherence, shrinkage tracking, and exception handling.
• Generate and distribute intraday performance reports and dashboards.
• Assist in post-day reporting and root cause analysis of service-level and conformance breaches.
• Analyze historical intraday patterns to recommend improvements in real-time staffing and escalation protocols
• Mentor and support junior RTAs and serve as the point of contact for real-time escalations.
• Contribute to the development and improvement of WFM processes, tools, and reporting templates.
• Act as a liaison between WFM and operational teams to align business priorities and workforce decisions.
  
  

• 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)