Real-Time Analyst

RH; England; On-site; GBP 35,000 - 50,000; Full time

Job summary

A luxury home furnishings brand in the UK is seeking a Workforce Optimization Real-Time Analyst to join their Customer Experience Team. The role involves monitoring and analyzing inbound contact volumes to optimize performance and maintain exceptional service standards. Candidates should have experience in a similar role, particularly in multi-location operations, and proficiency in workforce management software like Talkdesk or Verint. This position offers a dynamic environment focused on enhancing customer experiences.

Qualifications

• Experience as a Real-Time Analyst or in Workforce Management.
• Ability to listen and respond to customer needs effectively.
• Skills to convey complex concepts simply.
• Proficiency in interpreting data and identifying trends.
• Flexibility to work weekends, evenings, and holidays.

Responsibilities

• Enhance service quality through Workforce Optimization decisions.
• Monitor real-time traffic and adjust staffing as needed.
• Identify opportunities through daily and historical reports.
• Conduct root cause analysis for effective scheduling.
• Collaborate across functions for capacity planning solutions.
• Manage team member availability and schedule changes.

Skills

Real-Time Analysis

Workforce Management

Data Interpretation

Trend Analysis

Communication

Tools

Talkdesk

Verint

Job description

Overview

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.

Job Summary

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.

YOUR 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.

OUR REQUIREMENTS

• 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 (Talkdesk, Verint, or similar platforms).
• Ability to work a flexible schedule, including some weekends, evenings, and holidays.