Associate, Customer Experience, Real Time Analyst

2 weeks ago

Corte Madera, United States RH-USA Inc Full time
Job Description

RH at its core is about taste, and we believe the idea of scaling taste is large and far-reaching.

The RH brand attracts the best designers, artisans, manufacturers, and talent in our industry, scaling and rendering their work more valuable across our integrated platform, enabling us to curate the most compelling collection of luxury home furnishings in the world. We are moving the brand beyond curating and selling products to conceptualizing and selling spaces by building an ecosystem of products, places, services, and spaces that elevates and establishes the RH brand as a global thought leader, taste, and place maker.

At RH we believe deeply that the "right" people are our greatest asset. We value people with high energy, who possess the ability to energize others. People who are smart, creative, and have a point of view. People who see the answer in every problem, versus those who see the problem in every answer. People who are driven, determined, and won't take "no" for an answer. We value team players, people who are more concerned with what's right, rather than who's right.

The Workforce Optimization Real-Time Analyst will have an immediate connection to Our Values: People, Service, Quality, and Innovation. This role will be responsible for monitoring inbound contacts via multiple channels and analyzing patterns to determine if staffing adjustments are required. In this role, there will be an emphasis on daily and historical reporting to identify opportunities and trends in call volume and staffing and present these findings to the Workforce Optimization Leader with solution-driven recommendations for potential adjustments. In addition, the Workforce Real-Time Analyst will live-monitor
inbound volume and agent adherence and consistently collaborate with Team Leaders while making recommendations for adjustments and calling out staffing anomalies. This individual contributor will be attentive, personable, open to learning, collaborate well with others, and
maintain a positive attitude.

YOUR RESPONSIBILITIES

  • Live and breathe our Vision, Values, and Beliefs
  • Possess an elevated aptitude and knowledge of our people, processes, and systems
  • Represent the RH lifestyle brand through communication, personal appearance, and professionalism
  • Monitor Real-Time Inbound traffic and make adjustments as necessary
  • Cultivate cross-functional relationships to deliver creative and effective capacity-planning solutions
  • Own all phases of labor scheduling, often working in partnership with Leaders to determine creative solutions to anticipated challenges
  • Analyze data and execute tactics to support the completion and review of short and/or long-term labor planning
  • Review and monitor live reporting to proactively call out anomalies to the Leadership team to drive the successful execution of our service levels
  • Develop and monitor labor scheduling with a focus on ensuring service level goals can be achieved or exceeded
  • Resolve complex labor issues promptly, involving cross-functional partners as needed to ensure complete resolution
  • Support and lead projects and capacity planning initiatives as directed
  • Meet or exceed goals
OUR REQUIREMENTS
  • Ability to set and elevate the RH standard for customer service by ensuring the very best service levels at all times
  • Possess poise and confidence to interact with all levels of our organization and build strong relationships with teams and internal customers
  • Demonstrate an outstanding ability to listen and respond to internal and external customer needs
  • Excellent verbal and written skills are essential, with the added ability to effectively and accurately convey complex concepts in a simplified manner
  • Must have a strong technical and analytical aptitude, with the ability to multitask and navigate across multiple systems
  • Must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions, and provide recommendations for corrective action
  • High attention to detail with a focus on quality, accuracy, and consistency
  • Driven to meet and exceed goals and customer expectations
  • Must prioritize, multitask, meet deadlines, and be accountable for performance
  • Ability to work a flexible schedule: including some weekends, evenings, and key event days
  • Knowledge of Excel (functions, pivot tables, pivot charts) is a plus to analyze data


About Us

RH is an equal opportunity employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by federal or state law or local ordinance.

At RH, we are committed to promoting pay equity. Rate of pay is determined based on each individual's experience, qualifications, and the geographic location of the role.

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