SummaryAs a Real-Time Analyst at RH, you will play a crucial role in maintaining exceptional service standards by monitoring inbound contact volumes, analyzing trends, and providing actionable recommendations to optimize performance and ensure a seamless customer experience.
Responsibilities- Ensure workforce optimization decisions focus on enhancing quality while upholding the highest standards of service.
- Monitor real-time inbound traffic and provide recommendations to adjust staffing based on call volume, absenteeism, and other variables.
- Leverage daily and historical reports to identify opportunities and trends in call volume and staffing.
- Conduct root cause analysis to drive accurate forecasting and effective scheduling outcomes.
- Cultivate cross-functional partnerships to deliver creative and effective capacity-planning solutions.
- Support schedule changes and manage team member availability.
Requirements- 2+ years of experience in a real-time analyst or workforce management role, preferably with a focus on multi-location operations and cross-functional time zones.
- Outstanding ability to listen, anticipate, and respond to internal and external customer needs.
- Proven ability to convey complex concepts in a simplified manner to members at all levels of the organization while maintaining confidentiality.
- Interpret data, identify trends, and communicate insights clearly and effectively to support quick decision-making and optimize staffing and performance.
- Proficiency in workforce management software (e.g., Teleopti, Verint, or similar platforms).
- Experience using project management techniques and tools (e.g., Excel, Monday.com, Google Suite).
- Ability to work a flexible schedule, including some weekends, evenings, and holidays.
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