Forecasting and Capacity Planning Analyst - Customer Service Group - The Neiman Marcus Group Inc

Neiman Marcus Group is a relationship business that leads with love in everything we do for our customers, associates, brand partners, and communities. Our legacy of innovating and our culture of Belonging guide our roadmap for Revolutionizing Luxury Experiences.

Your Role

As the Lead Analyst, Forecasting and Capacity Planning, you'll provide leadership and technical expertise to a team of 8 in order to support the global forecasting and budgeting goals of our omni-channel Customer Care center. You'll develop, report, plan, and execute forecasting and capacity planning strategies that support our volume, customer demands and market changes while optimizing resource utilization. You'll lead project teams within Workforce Management and organization-wide initiatives. You will analyze incidents and recommend problem resolution processes. In this role, you'll maintain close relationships with internal teams, including our Reporting & Analysis and Operations teams, as well being a point of contact working closely with our overseas partner agencies. You and the team benefit from NMG's Way of Working, which is a framework across all teams to work smarter, be present, and integrate work and life in a way that empowers you and others. You'll report to the Manager, Workforce Management and work remotely.

What You’ll Do

• Support the Real-Time analysts by monitoring and analyzing intra and inter-day call activity across all channels and locations and make real-time adjustments for optimal efficiency.
• Support the Operations teams by conducting root-cause analyses, designing strategies, and providing recommendations that address staffing and call volume projections.
• Provide accurate forecasts, capacity and process impact analyses to Customer Care leadership, operations, and third-party business partners to support short and long-term initiatives. This includes but is not limited to hourly/daily/weekly/monthly volume forecasts and review of service level, average speed of answer and average handle time goals.
• Deliver scheduling enhancements that ensure achievement of our service levels, adherence, and other financial goals.
• Identify inefficiencies proactively and in real-time to eliminate resources waste and drive continuous improvements.
• Provide accurate and timely reporting and conduct regular audits as necessary.
• Deliver capacity plan that supports our budget.
• Communicate with our BPOs and act as liaison and partner with our BPO manager
  
  

What You Bring

• 3+ years of call forecasting, capacity planning and data trend analysis in an omni-channel call center environment
• Technical knowledge of customer care KPIs, and data analytics reporting
• Experience creating and managing forecasts using WFM solutions such as Calabrio, (remover IEX) or other comparable suites.
• Self-motivated team player with the ability to work both autonomously and collaboratively with a focus on process improvement.
• Able to create, explain and execute strategies across multiple teams and locations.
• Ability to provide insights and influence changes to optimize the customer experience.
• Adept at analytical and problem-solving challenges, and an ability to translate complex data sets into meaningful and actionable insights.
• Advanced reporting experience using Excel, Power BI, Tableau or other similar solutions.
• Luxury Retail experience, including with international partners or large corporate environment preferred.

Inclusive Benefits

• Medical, Dental, and Vision Benefits, including wellness and healthy lifestyle support, for associates, spouses, domestic partners, and children
• Flexible Spending Account for eligible medical and dependent (day care) expenses
• Disability Benefits, including Short-Term Disability providing income replacement up to 26 weeks
• 16 weeks Paid Parental Leave, 2 weeks of Paid Family Leave, and Adoption Support of $10,000
• Paid Time Off, including 6 paid holidays, flexible time off for vacations and personal time, 3 volunteer days, and 7 sick days
• Retirement Savings Plan (401K) with NMG matching and $20,000 Term Life Insurance paid by NMG with additional voluntary coverage available
• Financial Solutions, including Credit Union membership, pay advances via PayActiv, tuition reimbursement, and scholarship opportunities
• NMG Associate’s Core Discount of 30% with multiple in-store opportunities for an additional 30% off across select brands
• NMG Matching Gift Program up to $2,000 to eligible non-profits, Hardship Assistance Grants up to $7,500 for Associates, and a volunteer opportunity hub through NMG’s All Heart Program
• Personal and Professional Development Opportunities with 16,000+ online learning opportunities, including NMG’s Fashion Your Future, LinkedIn Learning, MasterClass, BetterUp, Connected Leaders Academy, 9 Associate Community Networks, and additional personalized learning experiences 
• NMG Discount Marketplace featuring 1,000s of products and services with over $5,000 in savings

About Us

As one of the largest multi-brand luxury retailers in the U.S., with 3,000+ of the world's most desirable brand partners, we're delivering exceptional products and intelligent services enabled by our investments in data and technology. Through the expertise of our associates, we deliver and scale a personalized luxury experience across our three channels of in-store, eCommerce, and remote selling. Our NMG|Way culture, powered by our people, combines individual talents into a collective strength to make life extraordinary. Our brands include Neiman Marcus and Bergdorf Goodman. 

We are committed to equal employment opportunity regardless of race, color, religion, sex, pregnancy, sexual orientation, gender identity and/or expression, marital status, age, national origin, disability, genetic information, veteran status, or any other status protected by federal, state, or local law.

As a woman co-founded, majority women-led organization outpacing the U.S. population in racial and ethnic diversity and led by one of corporate America’s few openly gay CEOs, Neiman Marcus Group is proud to celebrate associates from different backgrounds, experiences, and communities. We've made it a priority to cultivate a culture where everyone Belongs and where showing up as your full and authentic self is encouraged.

We are committed to providing reasonable accommodations during our Talent Attraction process. If you have a disability and need assistance or an accommodation, please emailus at ApplicantSupport@NeimanMarcus.com.

Primary Location

Job

Job Posting

Overtime Status