Real-Time Analyst

Restoration Hardware • Tracy, CA

2d • $21 - $38

About The Position

RH is seeking a dynamic and detail-oriented Workforce Optimization Real-Time Analyst to join our Customer Experience Team. In this role, you will maintain our exceptional service standards by monitoring inbound contact volumes, analyzing trends, and providing actionable recommendations to optimize performance and ensure a seamless customer experience.

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
• Demonstrate an outstanding ability to listen, anticipate, and respond to internal and external customer needs
• Proven ability to effectively and accurately convey complex concepts in a simplified manner to members at all levels of our 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 (i.e. Excel, Monday.com, Google Suite, or similar platforms)
• Experience with project management techniques and tools (e.g. Excel, Monday.com, and Google Suite applications)
• Ability to work a flexible schedule, including some weekends, evenings, and holidays

Responsibilities

• Ensure that workforce optimization decisions consistently 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

What This Job Offers

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