Real-Time Analyst

RH; Tracy (CA); On-site; USD 75,000 - 110,000; Full time

Job summary

RH is seeking a dynamic and detail-oriented Workforce Optimization Real-Time Analyst to join our Customer Experience Team in Tracy, CA. In this role, you will monitor inbound contact volumes, analyze trends, and provide actionable recommendations to optimize performance and ensure a seamless customer experience.

You will partner with multiple teams to optimize staffing, forecast demand, and improve service levels while working across time zones and schedules.

Qualifications

• 2+ years of experience in a real-time analyst or workforce management role.
• Strong ability to listen, anticipate, and respond to customer needs.
• Ability to convey complex concepts simply to stakeholders at all levels.
• Interpret data to identify trends and support quick decision-making.
• Proficiency with workforce management software (Teleopti, Verint) and PM tools (Excel, Monday.com, Google Suite).
• Flexible schedule including weekends, evenings, and holidays.

Responsibilities

• Ensure that workforce optimization decisions focus on quality and service standards.
• Monitor real-time inbound traffic and adjust staffing based on call volume and absenteeism.
• Leverage reports to identify opportunities and trends in call volume and staffing.
• Conduct root cause analysis to improve forecasting and scheduling outcomes.
• Collaborate with cross-functional teams to deliver capacity-planning solutions.
• Support schedule changes and manage team member availability.

Skills

Real-time analytics

Workforce management

Forecasting

Staffing optimization

Data interpretation

Cross-functional communication

Tools

Teleopti

Verint

Excel

Monday.com

Google Suite

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. Teleopti, Verint, or similar platforms)
• Experience using project management techniques and tools (i.e. Excel, Monday.com, Google Suite, or similar platforms)
• Experience with project management techniques and tools (e.g. Excel, Monday.com, and Google Suite applications)
• Ability to work a flexible schedule, including some weekends, evenings, and holidays