Experienced Real-Time Analyst for US Workforce Management Team - Delivering Exceptional Service Levels and Operational Excellence

Introduction to arenaflex

At arenaflex, we're passionate about delivering exceptional customer experiences through our innovative workforce management solutions. As a leader in the industry, we're committed to fostering a culture of excellence, collaboration, and continuous learning. Our US Workforce Management team is at the forefront of this mission, and we're now seeking an experienced Real-Time Analyst (RTA) to join our ranks. As a Sr. RTA, you will play a pivotal role in ensuring the seamless delivery of our services, driving operational efficiency, and mentoring fellow team members to achieve exceptional results.

Job Overview

In this critical role, you will be responsible for real-time monitoring of service levels, managing operational KPIs, and site-level performances, thereby delivering as a global WFM POC for the US team. Your expertise will be instrumental in analyzing forecasted details from the Economists team and drafting way forward plans to ensure peak readiness, headcount hiring, and other strategic initiatives. With high visibility to all operations teams globally, you will be the driving force behind our operational excellence, ensuring that all shift responsibilities, operational metrics, and service levels are met with precision and accuracy.

Key Responsibilities

• Monitor and analyze interval level volume trends, org/site level shrinkage, NPTs, productivity, and other key performance indicators (KPIs) to identify areas for improvement and implement corrective actions.
• Ensure that each org/skill adheres to operational expectations, such as shift/break, missed calls, disconnected calls, and max calls adherence, to maintain exceptional service levels.
• Collaborate with network POCs (WFM and Ops) to identify gaps and opportunity areas that may impact operational metrics and develop strategies to address them.
• Ensure timely closure of all planning-related activities, including training, and WFM actionable SIMs/tickets tagged, within committed SLAs.
• Mentor and develop fellow RTAs, sharing your expertise and knowledge to enhance their skills and performance.
• Conduct deep dives to provide insights on metric misses, identifying root causes and developing factual callouts and path to greens (PTGs) to drive continuous improvement.
• Ensure that expected processes are followed by Operations, and invent new ways to improve efficiency and effectiveness.

Essential Qualifications

To succeed in this role, you will need:

• A strong analytical mindset, with the ability to interpret complex data and develop actionable insights.
• Excellent communication and interpersonal skills, with the ability to collaborate with cross-functional teams and stakeholders.
• Proven experience in workforce management, preferably in a real-time analyst role, with a deep understanding of operational metrics and service level agreements.
• Strong problem-solving skills, with the ability to think critically and develop creative solutions to complex problems.
• A bachelor's degree in a related field, such as business administration, operations management, or a related field.

Preferred Qualifications

While not essential, the following qualifications will be highly regarded:

• Advanced degree in a related field, such as an MBA or a master's degree in operations management.
• Certifications in workforce management, such as a Certified Workforce Manager (CWM) or a Certified Operations Manager (COM).
• Experience with workforce management software and tools, such as forecasting, scheduling, and performance management systems.
• Knowledge of lean principles and six sigma methodologies, with a focus on continuous improvement and process optimization.

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Analytical skills: The ability to collect, analyze, and interpret complex data to develop actionable insights.
• Communication skills: Excellent verbal and written communication skills, with the ability to collaborate with cross-functional teams and stakeholders.
• Problem-solving skills: The ability to think critically and develop creative solutions to complex problems.
• Time management skills: The ability to prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment.
• Leadership skills: The ability to mentor and develop fellow team members, sharing your expertise and knowledge to enhance their skills and performance.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to the growth and development of our employees. As a Sr. RTA, you will have access to a range of career growth opportunities, including:

• Professional development programs, such as training and certification courses, to enhance your skills and knowledge.
• Mentorship programs, where you will be paired with experienced professionals who will guide and support your career growth.
• Opportunities to work on high-visibility projects, collaborating with cross-functional teams to drive business results.
• A culture of continuous learning, where you will be encouraged to share your knowledge and expertise with others, and learn from their experiences.

Work Environment and Company Culture

At arenaflex, we're proud of our dynamic and inclusive work environment, where employees are valued and respected. Our company culture is built on the following principles:

• Collaboration: We believe in the power of collaboration, where employees work together to achieve common goals.
• Innovation: We encourage innovation and creativity, providing employees with the freedom to think outside the box and develop new solutions.
• Continuous learning: We're committed to continuous learning, providing employees with the opportunities to develop their skills and knowledge.
• Diversity and inclusion: We value diversity and inclusion, creating a work environment where employees feel valued and respected.

Compensation, Perks, and Benefits

At arenaflex, we offer a competitive compensation package, including:

• A salary range that reflects your experience and qualifications.
• A range of benefits, including health insurance, retirement plans, and paid time off.
• Opportunities for professional development and growth, including training and certification courses.
• A dynamic and inclusive work environment, where employees are valued and respected.

Conclusion

If you're a motivated and experienced Real-Time Analyst looking for a new challenge, we encourage you to apply for this exciting opportunity at arenaflex. With a strong focus on collaboration, innovation, and continuous learning, we're confident that you will thrive in our dynamic and inclusive work environment. Don't miss this chance to join our team and contribute to our mission of delivering exceptional customer experiences through our innovative workforce management solutions. Apply now to take the first step towards an exciting and rewarding career at arenaflex!