Real-Time Analyst

Restoration Hardware; Reading; On-site; GBP 80,000 - 100,000; Full time

Job summary

A luxury home furnishing company in Reading is seeking a Workforce Optimization Real-Time Analyst to join its Customer Experience Team. The ideal candidate will have over 2 years of experience in workforce management, focus on enhancing service quality, and strong analytical skills. Responsibilities include monitoring inbound traffic, staffing adjustments, and conducting root cause analyses to optimize performance. This role offers a dynamic work environment where creative problem-solving is valued.

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 in a simplified manner.

Responsibilities

• Monitor real-time inbound traffic and staffing adjustments based on variables.
• Leverage reports to identify trends in call volume.
• Conduct root cause analysis for better forecasting.

Skills

Real-Time Analysis

Data Interpretation

Cross-Functional Collaboration

Communication

Workforce Management Software

Tools

Talkdesk

Verint

Job description

Job Overview

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.

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.

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.

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.

Qualifications

• 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.

RH at its core is about taste, and we believe the idea of scaling taste is large and far-reaching.