What are the responsibilities and job description for the Workforce Management Specialist position at Arhaus?
Arhaus was founded in 1986 on a simple idea : Furniture and décor should be sustainably sourced, lovingly made, and built to last. Today, we partner with artisans around the world who share our vision, creating beautiful, heirloom-quality pieces that can be used—and loved—for generations.
As a Real-Time Analyst for Workforce Management, you will be responsible for monitoring and analyzing live operational data to ensure optimal staffing levels, adherence to schedules, and compliance with service level agreements (SLAs). You will make real-time adjustments based on fluctuations in call volume, agent availability, and other key metrics. Your role involves closely collaborating with stakeholders to promptly address and resolve any emerging issues, thereby supporting the seamless operation and efficiency of the workforce.
Daily Responsibilities :
Essential Duties & Responsibilities :
- Live data monitoring : Actively tracking call volumes, agent status (logged in, available, on calls), queue lengths, and other real-time metrics to identify potential service level concerns.
- Schedule adherence monitoring : Ensuring agents are adhering to their scheduled breaks and work hours, taking corrective actions when necessary to maintain productivity.
- Staffing adjustments : Proactively adjusting staffing levels by adding or removing agents from queues based on real-time demand to maintain service levels.
- Identifying trends and anomalies : Analyzing data to identify patterns, sudden spikes in call volume, or other anomalies that might require immediate action.
- Alerting stakeholders : Notifying supervisors and managers of potential issues impacting performance, such as long wait times, high abandoned call rates, or low agent availability.
- Performance reporting : Generating real-time reports on key performance indicators (KPIs) like call handle time, customer satisfaction, and adherence to share with management.
- Intraday forecasting updates : Adjusting short-term forecasts based on live data to optimize staffing levels throughout the day.
- Root cause analysis : Investigating the reasons behind performance deviations from targets and proposing solutions to prevent future occurrences.
- System management : Utilizing workforce management software to monitor real-time data, set alerts, and make necessary adjustments.
Schedule :
Requirements :
Arhaus is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Arhaus is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Arhaus are based on business needs, job requirements, and individual qualifications, without regard to race, color, sex, sexual orientation, gender identity, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Arhaus will not tolerate discrimination or harassment based on any of these characteristics. Arhaus encourages applicants of all ages.
