Trainee Workforce Management

Job Description:

Who Are We:

Exemplar Luxury Group, formerly Saks Global, is the luxury collective that comprises iconic luxury retailers, Neiman Marcus, Saks Fifth Avenue and Bergdorf Goodman. Driven by a relentless devotion to our customers and powered by our talented colleagues, we offer curated product assortments, unparalleled service and personalized experiences across our integrated retail model. Through strong partnerships with the world's most esteemed names in luxury and deep customer relationships enhanced by the industry's most comprehensive insights, Exemplar Luxury Group is uniting coveted brands with unrivaled customer experiences.
 

Role Summary:

As a Trainee Real-Time 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.

Responsibilities:

• 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

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

Your Life and Career at Exemplar Luxury Group:

• 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

Exemplar Luxury Group is an equal employment opportunity employer and is committed to providing reasonable accommodations to applicants with disabilities. If you are interested in applying for employment with Exemplar Luxury Group and would like to request special assistance or an accommodation, please contact [email protected].