Real-Time Workforce Strategist

RH

Tracy (CA)

On-site

USD 75,000 - 110,000

Full time

6 days ago

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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.