Real - Time Analyst at The Realreal | Torre
Real - Time Analyst
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The Realreal

Real - Time Analyst

The Realreal
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Full-time

Legal agreement: To be defined

Compensation
USD57.3K - 65.5K/year
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Remote (for Phoenix, AZ residents)
Remote (for Perth Amboy, NJ residents)
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Posted about 2 years ago

Requirements and responsibilities

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in-house gemologists, horologists and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories—including women's and men's fashion, fine jewelry and watches, art and home—in support of the circular economy. We make selling effortless with free virtual appointments, in-home pickup, drop-off and direct shipping. We do all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as handling shipping and customer service. At our 13 retail locations, including our twelve shoppable stores, customers can sell, meet with our experts and receive free valuations. The Real-Time Analyst (RTA) is a key member of the Client Services team. You will be responsible for real-time planning, monitoring & execution to deliver service level KPIs goals that ensure superior client satisfaction relative to response time on all channels. The RTA is an analytical puzzle-solver that can work in a fast-paced, ever-changing environment. Having a keen eye for detail, accuracy and being able to understand the big picture is essential. Responsibilities: - Produce and maintain agent schedules based on volume forecasts, skills and work rules - Ensure key performance metrics for client services are being met including but not limited to service level standards, efficiency, productivity, and client key performance indicators - Leverage workforce management software and call volume history to help manage intra – day staffing levels and to determine the most effective methods for staffing adjustments - Utilize call center tools to observe agents actual state compared to agents scheduled state and provide recommendations / actions based on those observations - Manage real – time inbound call traffic across multiple contact center locations and channels to help ensure that service levels are met - Prepare and maintain reports, dashboards and monthly packages - Daily contact with vendors regarding e.g. any fluctuation from our forecast, distributing volumes between vendors or inhouse and review capacity planning - Drive adherence to expected capacity against actual performance to achieve SLAs and efficiency metric goals - Communicate changes to incoming contact patterns to operations and broader WFM team - Update and send communications when changes need to be made including but not limited to daily shrinkage, occupancy, and volume spikes
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