Real-Time Analyst

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

Job summary

A luxury home furnishings brand is seeking a dynamic Workforce Optimization Real-Time Analyst in Reading, UK. In this role, you'll monitor inbound contact volumes and analyze trends to ensure a seamless customer experience. Essential qualifications include 2+ years in Real-Time Analysis, proficiency in workforce management software, and the ability to communicate insights clearly. This position supports staffing optimization and enhances service quality within a fast-paced environment.

Qualifications

• 2+ years of experience in a Real-Time Analyst or Workforce Management role.
• Outstanding ability to listen, anticipate, and respond to customer needs.
• Proven ability to convey complex concepts simply.

Responsibilities

• Monitor real-time inbound traffic and recommend adjustments.
• Leverage reports to identify call volume trends.
• Conduct root cause analysis for forecasting and scheduling.

Skills

Real-Time Analysis

Data Interpretation

Customer Service

Staffing Optimization

Tools

Workforce management software (e.g., Talkdesk, Verint)

Job description

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 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

• 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.