RH Corte Madera , CA 94976
Posted 7 days ago
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.
The Workforce Optimization Real-Time Analyst will have an immediate connection to Our Values: People, Service, Quality, and Innovation. This role will be responsible for monitoring inbound contacts via multiple channels and analyzing patterns to determine if staffing adjustments are required. In this role, there will be an emphasis on daily and historical reporting to identify opportunities and trends in call volume and staffing and present these findings to the Workforce Optimization Leader with solution-driven recommendations for potential adjustments. In addition, the Workforce Real-Time Analyst will live-monitor
inbound volume and agent adherence and consistently collaborate with Team Leaders while making recommendations for adjustments and calling out staffing anomalies. This individual contributor will be attentive, personable, open to learning, collaborate well with others, and
maintain a positive attitude.
YOUR RESPONSIBILITIES
Live and breathe our Vision, Values, and Beliefs
Possess an elevated aptitude and knowledge of our people, processes, and systems
Represent the RH lifestyle brand through communication, personal appearance, and professionalism
Monitor Real-Time Inbound traffic and make adjustments as necessary
Cultivate cross-functional relationships to deliver creative and effective capacity-planning solutions
Own all phases of labor scheduling, often working in partnership with Leaders to determine creative solutions to anticipated challenges
Analyze data and execute tactics to support the completion and review of short and/or long-term labor planning
Review and monitor live reporting to proactively call out anomalies to the Leadership team to drive the successful execution of our service levels
Develop and monitor labor scheduling with a focus on ensuring service level goals can be achieved or exceeded
Resolve complex labor issues promptly, involving cross-functional partners as needed to ensure complete resolution
Support and lead projects and capacity planning initiatives as directed
Meet or exceed goals
OUR REQUIREMENTS
Ability to set and elevate the RH standard for customer service by ensuring the very best service levels at all times
Possess poise and confidence to interact with all levels of our organization and build strong relationships with teams and internal customers
Demonstrate an outstanding ability to listen and respond to internal and external customer needs
Excellent verbal and written skills are essential, with the added ability to effectively and accurately convey complex concepts in a simplified manner
Must have a strong technical and analytical aptitude, with the ability to multitask and navigate across multiple systems
Must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions, and provide recommendations for corrective action
High attention to detail with a focus on quality, accuracy, and consistency
Driven to meet and exceed goals and customer expectations
Must prioritize, multitask, meet deadlines, and be accountable for performance
Ability to work a flexible schedule: including some weekends, evenings, and key event days
Knowledge of Excel (functions, pivot tables, pivot charts) is a plus to analyze data
RH