**Experienced Real-Time Analyst – Work from Home Opportunity at arenaflex**

**Job Summary:** Are you a highly analytical and detail-oriented professional with a passion for delivering exceptional results in a fast-paced environment? Do you thrive in a dynamic team setting where no two days are ever the same? Look no further! arenaflex is seeking an experienced Real-Time Analyst to join our US Workforce Management team as a Sr. RTA. As a key member of our team, you will play a critical role in ensuring the smooth operation of our global customer service operations. This is a unique opportunity to work from home, enjoy a flexible part-time schedule, and contribute to the success of a leading organization. **About arenaflex:** arenaflex is a leading provider of innovative solutions and services that empower individuals and organizations to achieve their full potential. Our mission is to deliver exceptional customer experiences, foster a culture of innovation, and drive growth through collaboration and excellence. With a strong commitment to diversity, equity, and inclusion, we strive to create a workplace that is welcoming, inclusive, and supportive of all employees. **Job Responsibilities:** As a Sr. RTA at arenaflex, you will be responsible for: * Real-time monitoring of service levels, managing operational KPIs, and site-level performances to deliver exceptional results * Analyzing forecasted details from the Economists team to develop effective plans for peak readiness, headcount hiring, and other operational initiatives * Ensuring effective management of incoming and outbound phone, chat, and email volumes to meet business objectives * Monitoring and analyzing key performance indicators (KPIs) such as interval level volume trends, org/site level shrinkage, NPTs, productivity, and other metrics impacting business KPIs * Identifying areas for improvement and implementing corrective actions to ensure operational metrics are met * Liaising with network POCs (WFM and Ops) to address gaps and opportunities that may impact operational metrics * Ensuring timely closure of all planning-related activities, including training QA requests, optional and mandatory holidays planning, shift rollovers, BCP planning, and other tasks * Mentoring and developing fellow RTAs with WFM required skills and knowledge * Providing insights and recommendations on metric misses, including factual callouts and paths to green (PTGs) * Ensuring expected processes are followed by Operations and simplifying current processes to remove waste or non-value enablers **Key Skills and Qualifications:** * Bachelor's degree in Business Administration, Operations Management, or a related field * Minimum 3 years of experience in Workforce Management, Operations, or a related field * Proven track record of delivering exceptional results in a fast-paced environment * Strong analytical and problem-solving skills, with the ability to interpret complex data and develop effective solutions * Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams * Experience with WFM tools and technologies, including forecasting, scheduling, and performance management * Strong attention to detail and ability to prioritize tasks effectively * Ability to work independently and as part of a team, with a flexible and adaptable approach to changing priorities and deadlines **Preferred Qualifications:** * Master's degree in Business Administration, Operations Management, or a related field * Experience working in a customer service or contact center environment * Certification in Workforce Management, Operations, or a related field * Experience with data analysis and reporting tools, such as Excel, Tableau, or Power BI * Strong knowledge of industry trends and best practices in Workforce Management and Operations **What We Offer:** * Competitive salary and benefits package * Flexible part-time schedule with the opportunity to work from home * Opportunity to work with a leading organization and contribute to the success of our global customer service operations * Collaborative and dynamic work environment with a team of experienced professionals * Professional development opportunities, including training and mentorship programs * Recognition and rewards for outstanding performance and contributions **How to Apply:** If you are a motivated and results-driven professional with a passion for delivering exceptional results in a fast-paced environment, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications for this role. We look forward to hearing from you! **arenaflex is an equal opportunities employer and welcomes applications from diverse candidates.** Apply for this job