Real-Time Workforce Optimization 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

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.