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RH · 1 day ago

Real-Time Analyst

West Jefferson, OH

Full-time

Onsite

Entry, Mid Level

$21/hr - $38/hr

2+ years exp

RH is a luxury home furnishings company focused on elevating taste and establishing a global brand presence. They are seeking a dynamic and detail-oriented Workforce Optimization Real-Time Analyst to monitor inbound contact volumes, analyze trends, and provide actionable recommendations to optimize performance and ensure a seamless customer experience.

Design

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

Qualification

Workforce management softwareData interpretationReal-Time AnalysisCross-functional collaborationCustomer service skillsCommunication skills

Required

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. Talkdesk, Verint, or similar platforms)

Ability to work a flexible schedule, including some weekends, evenings, and holidays