**Experienced Real-Time Analyst – Workforce Management Expert**

At arenaflex, we're on a mission to revolutionize the way we approach workforce management, and we're looking for a highly skilled and motivated individual to join our team as a Senior Real-Time Analyst (RTA). As a key member of our US Workforce Management team, you'll play a critical role in driving business success by analyzing and optimizing operational performance. **About arenaflex** arenaflex is a leading provider of innovative solutions for the modern workforce. Our team of experts is dedicated to helping organizations like yours optimize their operations, improve customer satisfaction, and drive business growth. With a strong focus on collaboration, innovation, and customer satisfaction, we're committed to creating a work environment that's both challenging and rewarding. **Job Summary** As a Senior RTA at arenaflex, 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 WFM POC team 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 Senior RTA at arenaflex, your key responsibilities will include: * **Real-Time Monitoring and Analysis**: Monitor and analyze shift responsibilities such as interval level volume trends, org/site level shrinkage, NPTs, productivity, and other key performance indicators (KPIs) that impact business metrics. * **Operational Expectations**: Ensure that each org/skill is adhering to their operational expectations, including shift/break, missed calls, disconnected calls, max calls adherence, and other critical metrics. * **Operational Metrics**: Ensure that operational metrics like service levels, occupancy, PTL, utilization, and other key metrics 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 Execution**: Ensure timely closure on all planning-related activities, including training QA requests, optional and mandatory holidays planning, Shift rollovers, BCP planning, and other critical 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. * **Insight and Analysis**: Provide deep insights and analysis 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: * **Bachelor's degree** in a relevant field, such as Business Administration, Operations Management, or a related field. * **Minimum 3 years** of experience in a similar role, with a strong focus on workforce management, operations, and analytics. * **Excellent analytical and problem-solving skills**, with the ability to analyze complex data and develop actionable insights. * **Strong communication and collaboration skills**, with the ability to work effectively with cross-functional teams and stakeholders. * **Proficiency in Microsoft Office**, particularly Excel, and other relevant tools and technologies. **Preferred Qualifications** While not required, the following qualifications would be highly desirable: * **Master's degree** in a relevant field, such as Business Administration, Operations Management, or a related field. * **Experience with workforce management software**, such as Workforce Management (WFM) or similar tools. * **Certification in a relevant field**, such as Six Sigma or a related certification. * **Fluency in multiple languages**, particularly Spanish or other languages relevant to our global operations. **Skills and Competencies** To succeed in this role, you'll need to demonstrate the following skills and competencies: * **Analytical and problem-solving skills**: Ability to analyze complex data and develop actionable insights. * **Communication and collaboration skills**: Ability to work effectively with cross-functional teams and stakeholders. * **Leadership and mentorship skills**: Ability to mentor and develop fellow RTAs with all WFM required skills and knowledge. * **Process improvement skills**: Ability to identify and implement process improvements to remove waste or non-value enablers. * **Technical skills**: Proficiency in Microsoft Office, particularly Excel, and other relevant tools and technologies. **Career Growth Opportunities and Learning Benefits** As a Senior RTA at arenaflex, you'll have access to a range of career growth opportunities and learning benefits, including: * **Professional development programs**: Opportunities to develop your skills and knowledge through training and development programs. * **Mentorship and coaching**: Access to experienced mentors and coaches who can help you develop your skills and achieve your career goals. * **Career advancement opportunities**: Opportunities to advance your career within arenaflex, with a range of roles and responsibilities available. * **Learning and development resources**: Access to a range of learning and development resources, including online courses, books, and other materials. **Work Environment and Company Culture** arenaflex is a dynamic and fast-paced work environment that's both challenging and rewarding. Our team is passionate about delivering exceptional results and making a positive impact on our customers and stakeholders. We're committed to creating a work environment that's inclusive, diverse, and supportive, with a range of benefits and perks to support your well-being and success. **Compensation, Perks, and Benefits** arenaflex offers a competitive compensation package, including: * **Salary**: A competitive salary based on your experience and qualifications. * **Benefits**: A range of benefits, including health insurance, retirement savings, and other perks. * **Perks**: A range of perks, including flexible work arrangements, professional development opportunities, and other benefits. **How to Apply** If you're a motivated and experienced professional who's passionate about workforce management and operations, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! **Equal Employment Opportunity** arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating a work environment that's inclusive, diverse, and supportive, with a range of benefits and perks to support your well-being and success. Apply for this job