Real-Time Analyst

4 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 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.

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 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

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, etc...) is a plus to analyze data

BENEFITS

A great benefits package with premier medical, dental, and vision
Rewarding paid time-off plans, including vacation, sick time, personal days, company holidays, and more
Substantial associate discount
Access to all RH Members Program benefits, including complimentary design services
High-value discounts with respected national vendors, partners, and retailers

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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