Experienced Full Stack Real-Time Analyst – Work from Home Opportunity for US Workforce Management Team

Join our dynamic team at ERC and take the first step towards a fulfilling career in Workforce Management! Are you a highly motivated and analytical individual with a passion for data-driven decision making? Do you have a keen eye for detail and a knack for problem-solving? If so, we invite you to apply for the exciting role of Senior Real-Time Analyst (RTA) on our US Workforce Management team. As a key member of our team, you will play a vital role in ensuring the seamless operation of our global workforce, leveraging your analytical skills to drive business growth and excellence.

About ERC

ERC is a leading provider of innovative workforce management solutions, dedicated to empowering businesses to achieve their full potential. Our team of experts is passionate about delivering exceptional results, and we're committed to fostering a culture of collaboration, innovation, and continuous learning. As a valued member of our team, you'll have the opportunity to work with a talented group of professionals who share your passion for excellence.

Key Responsibilities

As a Senior Real-Time Analyst, you will be responsible for:

• Real-time monitoring of service levels: Analyze and track key performance indicators (KPIs) to ensure optimal service delivery, identifying areas for improvement and implementing corrective actions.
• Operational KPI management: Monitor and manage site-level performances, ensuring that all operational metrics are met, including service levels, occupancy, productivity, and more.
• Forecasting and planning: Collaborate with the Economists team to analyze forecasted details and develop strategic plans for peak readiness, headcount hiring, and other operational initiatives.
• Shift responsibility management: Ensure that all shift responsibilities, including interval level volume trends, org/site level shrinkage, NPTs, productivity, and more, are monitored and addressed in a timely manner.
• Operational metric management: Ensure that all operational metrics, including service levels, occupancy, PTL, utilization, and more, are met by all Orgs/skills at the daily level.
• Collaboration and liaison: Liaise with all network POCs (WFM and Ops) for owned Org/skill, identifying gaps and opportunity areas that may impact operational metrics.
• Planning and closure: Ensure timely closure of all planning-related activities, including training QA requests, optional and mandatory holidays planning, Shift rollovers, BCP planning, and more.
• Capacity alignment: Ensure that capacity alignment (schedule) is based on expected volume, taking necessary actions in case of short-term deficits.
• Mentorship and development: Mentor and develop fellow RTAs with all WFM required skills and knowledge.
• Insight-driven decision making: Provide deep insights on metric misses, offering factual callouts and paths to green (PTGs).

Essential Qualifications

*

Bachelor's degree

in a relevant field, such as Business Administration, Operations Management, or a related field.

Minimum 3 years

of experience in Workforce Management, Operations, or a related field.

Proven analytical skills

, with the ability to collect, analyze, and interpret complex data.

Excellent communication and interpersonal skills

, with the ability to collaborate with cross-functional teams.

Strong problem-solving skills

, with the ability to identify and address operational challenges.

Proficiency in Microsoft Office

, particularly Excel, and other relevant software applications.

Preferred Qualifications

*

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 Workforce Management

, such as the Certified Workforce Management Professional (CWMP) designation.

Experience in a global workforce management environment

, with a strong understanding of international operations.

Skills and Competencies

* Analytical and problem-solving skills: Ability to collect, analyze, and interpret complex data, identifying areas for improvement and implementing corrective actions.

• Communication and interpersonal skills: Ability to collaborate with cross-functional teams, providing clear and concise communication.
• Time management and organization: Ability to prioritize tasks, manage multiple projects, and meet deadlines.
• Adaptability and flexibility: Ability to adapt to changing priorities, processes, and technologies.
• Continuous learning: Commitment to ongoing learning and professional development, staying up-to-date with industry trends and best practices.

Career Growth Opportunities and Learning Benefits

As a valued member of our team, you'll have access to:

Ongoing training and development opportunities

, including workshops, webinars, and conferences.

Mentorship and coaching

, with experienced professionals who can guide your career growth.

Career advancement opportunities

, with a clear path for professional development and advancement.

Collaborative and dynamic work environment

, with a team of talented professionals who share your passion for excellence.

Work Environment and Company Culture

ERC is committed to fostering a culture of collaboration, innovation, and continuous learning. Our team is passionate about delivering exceptional results, and we're dedicated to creating a work environment that's inclusive, diverse, and supportive. As a valued member of our team, you'll have the opportunity to work with a talented group of professionals who share your passion for excellence.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• Competitive salary: Based on experience and qualifications.
• Benefits package: Including medical, dental, and vision insurance, as well as 401(k) matching.
• Paid time off: Including vacation, sick leave, and holidays.
• Professional development opportunities: Including training, coaching, and mentorship.
• Flexible work arrangements: Including remote work options and flexible hours.

How to Apply

If you're a motivated and analytical individual with a passion for data-driven decision making, we invite you to apply for the exciting role of Senior Real-Time Analyst on our US Workforce Management team. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job