Real-Time Workforce Optimizer

RH; Tracy (CA); On-site; USD 70,000 - 95,000; 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. The role focuses on monitoring inbound volumes, analyzing trends, and delivering actionable recommendations to optimize staffing and ensure a seamless customer experience.

The candidate will monitor real-time traffic, conduct root cause analysis for forecasting accuracy, and work across time zones to support scheduling decisions.

Qualifications

• Ability to monitor real-time data and translate it into actionable staffing decisions.
• Strong communication skills to clearly convey insights to stakeholders at all levels.
• Experience coordinating across locations and time zones.
• Proficiency with workforce management software and standard office tools.

Responsibilities

• Monitor real-time inbound traffic and adjust staffing based on call volume and other variables.
• Analyze historical data to identify trends and forecast staffing needs.
• Provide recommendations to optimize performance and service levels.
• Collaborate with cross-functional teams to implement capacity-planning solutions.
• Support schedule changes and maintain team member availability.

Skills

Analytical thinking

Communication

Cross-functional collaboration

Time management

Tools

Teleopti

Verint

Excel

Monday.com

Google Suite

Job description

RH is seeking a dynamic and detail-oriented Workforce Optimization Real-Time Analyst to join our Customer Experience Team in Tracy, CA. The role focuses on monitoring inbound volumes, analyzing trends, and delivering actionable recommendations to optimize staffing and ensure a seamless customer experience.

The candidate will monitor real-time traffic, conduct root cause analysis for forecasting accuracy, and work across time zones to support scheduling decisions.