What are the responsibilities and job description for the Customer Experience Specialist position at RH?
About Us
RH is an equal opportunity employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by federal or state law or local ordinance. At RH, we value people with high energy, who possess the ability to energize others. People who are smart, creative, and have a point of view are essential to our team.
Job Responsibilities
The ideal candidate for this role will be responsible for:
Requirements
To excel in this role, you will need:
RH is an equal opportunity employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by federal or state law or local ordinance. At RH, we value people with high energy, who possess the ability to energize others. People who are smart, creative, and have a point of view are essential to our team.
Job Responsibilities
The ideal candidate for this role will be responsible for:
- Ensuring that workforce optimization decisions consistently focus on enhancing quality while upholding the highest standards of service.
- Monitoring real-time inbound traffic and providing recommendations to adjust staffing based on call volume, absenteeism, and other variables.
- Leveraging data analysis to drive accurate forecasting and effective scheduling outcomes.
- Cultivating cross-functional partnerships to deliver creative and effective capacity-planning solutions.
- Supporting schedule changes and managing team member availability.
Requirements
To excel in this role, you will need:
- 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 communicate complex concepts 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).
