**Experienced Real-Time Analyst – Workforce Management and Operational Excellence**

At arenaflex, we're on a mission to revolutionize the way we approach workforce management and operational excellence. As a key member of our US Workforce Management team, you'll play a vital role in driving business success through data-driven insights and strategic decision-making. If you're a seasoned professional with a passion for analytics and a drive to deliver exceptional results, we want to hear from you. **About arenaflex** arenaflex is a leading provider of innovative solutions and services that empower businesses to thrive in a rapidly changing world. With a strong commitment to excellence and a culture of continuous learning, we're dedicated to fostering a collaborative and inclusive work environment that inspires our team members to reach their full potential. As a member of our team, you'll have the opportunity to work with a talented and diverse group of professionals who share your passion for innovation and excellence. **Job Summary** We're seeking an experienced Real-Time Analyst to join our US Workforce Management team. As a key member of this team, you'll be responsible for real-time monitoring of service levels, managing operational KPIs, and site-level performances. You'll work closely with our global operations teams to ensure effective management of incoming and outbound phone, chat, and email volumes. Your expertise will be critical in analyzing forecasted details from our Economists team and drafting way-forward plans to ensure peak readiness, headcount hiring, and other operational requirements. **Key Responsibilities** As a Real-Time Analyst at arenaflex, you'll be responsible for the following key responsibilities: * **Real-Time Monitoring and Analysis**: Ensure all shift responsibilities, such as interval-level volume trends, org/site-level shrinkage, NPTs, productivity, and other metrics impacting business KPIs, are monitored and called out for corrective or supportive actions. * **Operational Expectations**: Ensure each org/skill is adhering to their operational expectations, including shift/break, missed calls, disconnected calls, max calls adherence, and other key performance indicators. * **Operational Metrics**: Ensure operational metrics, such as service levels, occupancy, PTL, utilization, and other key performance indicators, are being met by all Orgs/skills at the daily level. * **Collaboration and Liaison**: Liaise with all network POCs (WFM and Ops) for owned Org/skill and work on gaps/opportunity areas that may impact operational metrics. * **Planning and Closure**: Ensure timely closure on all planning-related activities, such as training QA requests, optional and mandatory holidays planning, Shift rollovers, BCP planning, and other key tasks. * **Capacity Alignment**: Ensure capacity alignment (schedule) is based on expected volume and take necessary actions in case of short-term deficits. * **Mentorship and Development**: Mentor and develop fellow RTAs with all WFM required skills and knowledge. * **Insights and Analysis**: Deep dive and provide insights on metric misses with factual callouts and path to greens (PTGs). * **Process Improvement**: Ensure expected processes are followed by Operations and invent simplify current processes to remove waste or non-value enablers. **Essential Qualifications** To be successful in this role, you'll need to possess the following essential qualifications: * **Bachelor's Degree**: A bachelor's degree in a relevant field, such as Business Administration, Operations Management, or a related field. * **Analytical Skills**: Strong analytical skills, with the ability to collect, analyze, and interpret complex data. * **Communication Skills**: Excellent communication skills, with the ability to effectively communicate with stakeholders at all levels. * **Problem-Solving Skills**: Strong problem-solving skills, with the ability to identify and resolve complex issues. * **Collaboration Skills**: Ability to work collaboratively with cross-functional teams to achieve business objectives. * **Technical Skills**: Proficiency in Microsoft Office, particularly Excel, and other relevant software applications. **Preferred Qualifications** While not required, the following qualifications are preferred: * **Master's Degree**: A master's degree in a relevant field, such as Business Administration, Operations Management, or a related field. * **Certifications**: Relevant certifications, such as Six Sigma or Lean, are a plus. * **Experience**: Previous experience in a similar role, with a strong understanding of workforce management and operational excellence principles. * **Industry Knowledge**: Familiarity with the contact center industry and relevant technologies. **Skills and Competencies** To succeed in this role, you'll need to possess the following skills and competencies: * **Data Analysis**: Strong data analysis skills, with the ability to collect, analyze, and interpret complex data. * **Communication**: Excellent communication skills, with the ability to effectively communicate with stakeholders at all levels. * **Problem-Solving**: Strong problem-solving skills, with the ability to identify and resolve complex issues. * **Collaboration**: Ability to work collaboratively with cross-functional teams to achieve business objectives. * **Technical**: Proficiency in Microsoft Office, particularly Excel, and other relevant software applications. * **Leadership**: Ability to mentor and develop fellow RTAs with all WFM required skills and knowledge. **Career Growth Opportunities and Learning Benefits** As a member of our team, you'll have access to a range of career growth opportunities and learning benefits, including: * **Professional Development**: Opportunities for professional development, including training, mentorship, and coaching. * **Career Advancement**: Opportunities for career advancement, including promotions and new roles. * **Learning and Development**: Access to a range of learning and development programs, including online courses, workshops, and conferences. * **Networking**: Opportunities to network with other professionals in the industry, including attendance at industry events and conferences. **Work Environment and Company Culture** arenaflex is committed to fostering a collaborative and inclusive work environment that inspires our team members to reach their full potential. Our company culture is built on the following values: * **Innovation**: We're committed to innovation and continuous learning, with a focus on staying ahead of the curve in our industry. * **Collaboration**: We believe in the power of collaboration, with a focus on working together to achieve business objectives. * **Excellence**: We're committed to excellence, with a focus on delivering high-quality results and exceeding customer expectations. * **Inclusion**: We believe in the importance of inclusion, with a focus on creating a diverse and inclusive work environment that values and respects all team members. **Compensation, Perks, and Benefits** arenaflex offers a competitive compensation package, including: * **Salary**: A competitive salary, based on experience and qualifications. * **Benefits**: A range of benefits, including health insurance, retirement savings, and paid time off. * **Perks**: A range of perks, including flexible work arrangements, professional development opportunities, and access to a range of employee discounts and benefits. **How to Apply** If you're a motivated and experienced professional with a passion for analytics and a drive to deliver exceptional results, we want to hear from you. To apply for this role, please submit your resume and a cover letter, outlining your qualifications and experience. We can't wait to hear from you! Apply Job! Apply for this job