Real Time Analyst

As a Real-Time Analyst at Louis Vuitton, you will be instrumental in ensuring the reliability and profitability of our Client Services operations. This role involves analyzing and administering operational performance in the Client Service Center on a real-time basis, utilizing workforce management systems to optimize productivity across all incoming and outbound contact channels (phone, chat, and volume). You will directly contribute to achieving service level goals through efficient headcount management. This position demands live monitoring and intraday management of all queues to ensure target metrics are consistently met, and adequate actions are taken. You will also monitor call handling and chat activities to ensure adherence to schedules and accurate activity entries within our scheduling systems.

Your responsibilities will include, but are not limited to:

• Reporting & Analysis: Create and provide advanced reporting and dashboards for leadership, leveraging historical data and forecasting results.
• Intraday Management: Manage and monitor intraday queue performance and schedule adherence. Coordinate appropriate staffing allocation and availability of call center staff to achieve service level objectives by reskilling advisors and communicating any discrepancies to management.
• Schedule Preparation: Prepare staff activity schedules to match forecasted call/chat volume and partner with managers for coaching and training.
• Commercial Insight: Participate in building forecasts (budgets, monthly sales estimates, and other KPIs) with Client Experience teams. Adjust intraday forecasts based on business drivers to determine staffing levels by projecting call volumes and duration using current trends and historical data.
• Data Provision: Provide necessary data for creating and delivering reporting (weekly, monthly) on variance to budget and performance to key stakeholders.
• Self & Team Development: Provide consistent feedback to WFM Management through proactive monitoring of key CSC performance issues. Maintain key performance metrics and standardized reporting for timely analysis and action. Assist in the integration and implementation of new WFM technologies.

We are looking for a candidate with the following qualifications:

• Work Experience/Skills:
  • Mid-level work experience (Pivot tables, sorting data, superstar spreadsheets).
  • Minimum of 3-5 years of Contact Center experience in a multichannel call center environment.
  • Minimum of 1-2 years of WFM experience using various WFM softwares in a multichannel call center environment.
  • Ability to multitask and prioritize work in an aggressive deadline environment.
  • Ability to deal with ambiguous situations and react quickly to a rapidly changing call center environment.
  • Ability to work independently with minimal supervision.
  • Strong communication skills.
  • Requires Weekends, Evenings, and Holiday availability.

Louis Vuitton is a company that respects the uniqueness of each employee and offers everyone the means to find their place and thrive. We promote initiatives aimed at supporting professional equality for everyone. We strive to go above and beyond purely symbolic measures by building a culture focused on meaningful strategies aimed at creating an inclusive workforce.

The appointed candidate will be offered a salary within the range of $25-$30 per hour USD, plus the opportunity for a bonus, a comprehensive benefits package including: medical, dental, vision, short and long-term disability, various paid time off programs, employee discount/perks and two retirement plans both with employer contributions.