Leader, Workforce Optimization, Customer Experience

Restoration Hardware • Tracy, CA

4d

About The Position

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. RH is seeking a strategic, analytical Leader of Workforce Optimization to lead forecasting, scheduling, call volume monitoring, and staffing level analyses for 600+ advocates in three care center locations.

Requirements

• 5+ years of experience in call center workforce management or analytics
• Extensive knowledge in Verint, Avaya, CMS or related call center, phone and workforce systems
• Extensive knowledge in all Microsoft applications with Workforce Management software experience strongly preferred
• Customer focus and call center operational knowledge
• Dynamic, driven, energetic and proven ability to drive for results
• Proven experience taking initiative to think outside the box and identify opportunities for improvement
• A strategic and innovative thinker with experience leading and contributing in a growth, fast-paced environment

Responsibilities

• Live Our Vision, Values and Beliefs every day
• Develop, analyze and maintain reporting to consistently measure performance across our multi-site, multi-skill, internal Customer Delight Centers
• Create metrics related to Workforce functions: forecasting, care center statistics, capacity planning and scheduling
• Lead a team of Analysts in providing forecasting, scheduling and real-time functions to ensure achievement of KPIs
• Monitor call queues and make adjustments to meet service levels
• Develop and implement schedules to support call volume and workload forecasts, anticipate seasonal variations, special events, or other cyclical patterns
• Determine optimal work schedules and coordinate the effective scheduling of: associate time off, department meetings, training sessions and ad-hoc activities
• Serve as liaison between Customer Delight Centers and IT for systems issues, licensing, and hardware needs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed