Real Time Analyst

About the Role

Louis Vuitton is hiring a Real-Time Analyst to support Client Services performance and help ensure the business runs efficiently and profitably. In this position, you will review live operating data, manage workforce activity in real time, and use workforce management tools to improve productivity across phone, chat, and other inbound/outbound contact volumes. A key part of the role is helping the team meet service-level targets by managing staffing levels effectively.

You will continuously track queues throughout the day, take action when metrics drift from target, and verify that calls and chats are being handled in line with schedules and that activity records are entered correctly in scheduling systems.

Core Responsibilities

You will be expected to support leadership and operations through reporting, staffing coordination, forecasting input, and live performance management.

• Build advanced reports and dashboards for leaders using historical trends and forecast outputs.
• Oversee intraday queue performance and schedule adherence, while adjusting staffing levels and advisor availability to support service goals.
• Coordinate re-skilling of advisors and escalate staffing or adherence gaps to management as needed.
• Prepare activity schedules that align with projected call and chat demand, and work with managers on coaching and training support.
• Contribute to forecasts, including budgets, monthly sales estimates, and other key performance indicators, with the Client Experience teams.
• Refine intraday forecasts using current business drivers, historical patterns, and live trends to estimate staffing needs, call volumes, and handling time.
• Supply data needed for weekly and monthly reporting on budget variance and performance for stakeholders.
• Share ongoing feedback with workforce management leadership on important CSC performance issues and maintain standard reporting for quick decision-making.
• Support the rollout and adoption of new workforce management tools and technologies.

Profile

The ideal candidate should bring hands-on contact center experience, workforce management exposure, and strong analytical ability. The role also requires the ability to stay organized in a fast-changing, deadline-driven environment.

Requirements

• Intermediate spreadsheet capability, including pivot tables, sorting, and data handling.
• 3 to 5 years of experience in a multichannel contact center environment.
• 1 to 2 years of workforce management experience using different WFM tools in a multichannel call center.
• Strong ability to manage multiple priorities in a high-pressure, fast-paced setting.
• Comfort with ambiguity and the ability to respond quickly to changing operational needs.
• Ability to work independently with limited oversight.
• Strong verbal and written communication skills.
• Availability to work weekends, evenings, and holidays.

Additional Information

Louis Vuitton emphasizes individuality, inclusion, and professional growth. The company states that it aims to create a workplace where employees can thrive and where equality is supported through meaningful, practical initiatives rather than symbolic measures.

The selected candidate will receive an hourly pay range of USD 25 to 30, along with the possibility of a bonus. The benefits package includes medical, dental, and vision coverage; short-term and long-term disability; multiple paid time off programs; employee discounts and perks; and two retirement plans, each with employer contributions.

Reference: LVM32881