Real - Time Analyst

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods. Through our work, we are committed to contributing to a sustainable future, both for fashion and for our employees. Authenticity is a core component of our business; we value it in our products and we celebrate it across our teams by encouraging every TRR employee to bring their REAL authentic selves to work each day. We’re hiring, and we’d love for you to join our dynamic team!   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. During the hours of operation you will be responsible for ensuring effective management of the incoming voice, messaging, and email volume. 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. What You Get To Do Every Day 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 What You Bring To The Role Minimum Requirements Must have at least two (2) years of workforce/contact center management experience Must be comfortable working with data in Google Sheets and/or Microsoft Excel Must be able to troubleshoot, act with a sense of urgency and perform any other duties required according to business need Experience in a fast-paced high-volume call center environment working with  phone, email, text & chat channels are a plus Must be able to work a shift between the hours of 8:00 AM - 8:00 PM EST Monday through Friday and 10 AM - 6:30 PM on weekends (when needed) Must be able to work weekends and holidays when required Must be within driving distance of the Perth Amboy, NJ or Phoenix, AZ office for occasional visits This is a work from home position Preferred Requirements Experience with Genesis PureCloud and LivePerson Understanding of IVR flows   The expected salary rate for this role is $57,317.00 - $ 65,504.00 . To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal parity. Additionally, salary is just one component of TRR’s total rewards package. Depending on role, employees may also be eligible for a bonus program, incentive pay and benefits. GH R8670 #LI-PS11 #LI-Hybrid     The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with more than 30 million members. 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 RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We will consider qualified applicants for a position regardless of arrest or conviction records.  At TRR, People Come First. That’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our Diversity Equity and Inclusion program here . Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.