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 robust 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