Reference code: JR132052
At Richemont Americas, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.
HOW YOU WILL MAKE AN IMPACT
We are seeking a strategic CRC Performance Analyst to support the North America Client Relations Center by translating operational and client data into meaningful insights that drive business decisions. This role partners closely with operations leadership to identify performance drivers, uncover root causes, and evaluate the end-to-end client journey to improve operational execution, elevate the client experience, and support continuous improvement.
The ideal candidate combines strong analytical capability with business acumen and curiosity. They are comfortable working with complex data, asking thoughtful questions, challenging assumptions, and turning findings into clear, actionable recommendations for leadership.
Responsibilities
- Analyze CRC performance metrics, including service level, inbound volume, average handle time, abandonment rate, customer satisfaction, first contact resolution, productivity, and other key operational KPIs.
- Develop, maintain, and enhance dashboards, scorecards, and reporting solutions for leadership and operational teams using multiple reporting platforms and data sources.
- Monitor performance trends, identify gaps, and proactively surface risks or opportunities affecting service delivery, client satisfaction, or operational efficiency.
- Conduct root cause analysis to identify underlying drivers of performance issues, service breakdowns, and operational inefficiencies using both quantitative and qualitative data.
- Evaluate the end-to-end client journey across all touchpoints to identify friction, failure points, and opportunities to improve the client experience.
- Translate raw data into concise business narratives that clearly communicate performance trends, business impact, risks, and recommended actions.
- Challenge existing assumptions, processes, and performance narratives by using data to uncover overlooked risks and improvement opportunities.
- Quantify business impact and prioritize opportunities based on client, operational, and financial risk.
- Partner with Operations, Workforce Management, Systems, Training, and cross-functional stakeholders to support process improvements, automation efforts, and reporting enhancements.
- Lead or support special projects focused on operational optimization, technology improvements, and continuous improvement initiatives.
- Ensure data integrity and reporting accuracy across systems and reporting platforms.
- Build recurring business reviews and executive-ready presentations that support leadership decision-making.
Qualifications:
Education
- Degree in Information Systems, Computer Science, Business Administration, or related field preferred
Required experience
- 5+ years of experience in contact center analytics, workforce management, business analysis, or contact center operations.
- Strong understanding of contact center KPIs, forecasting methodologies, capacity planning, and workforce management concepts.
- Experience leading projects and influencing cross-functional teams without direct authority.
- Advanced experience with reporting and analytics tools such as Excel, SQL, Looker, Tableau, SAP BI, or similar platforms.
- Experience working with contact center platforms such as Salesforce, Vonage, Calabrio, Extend, or similar systems.
- Strong analytical, problem-solving, and critical thinking skills.
- Excellent communication and presentation skills, with the ability to translate complex data into clear business recommendations.
- Ability to operate effectively in ambiguity and synthesize large data sets into practical, actionable insights.
Technical Skills/ abilities
- Understanding of CRM, telephony, and case management technologies (Salesforce Service Cloud, Vonage, SAP, Calabrio, etc.)
- Solid understanding of contact center analytics, operations metrics, and journey-level data
- Ability to support UAT, feature validation, and user readiness activities
- Strong skills in data analysis and visualization (Excel, Power BI, Looker, or similar) with comfort building automated, scalable reporting solutions
Personal skills: Communication/ Influencing
- Curiosity, proactivity, and the ability to anticipate needs before they become issues
- Excellent verbal and written communication skills, especially regarding presentation of data and translating technical information into simple language
- Must display a high level of maturity, poise, and finesse to work with leadership and stakeholders within Richemont
- Ability to work in a diverse, fast-paced, evolving environment with strong attention to detail and the ability to handle multiple tasks simultaneously
We Offer
We 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.
At Richemont, We Craft the Future!
Salary will be negotiated based on relevant skills and experience.
