Experienced Real-Time Analyst – Workforce Management and Operational Excellence at arenaflex
At arenaflex, we're a dynamic and innovative organization that's passionate about delivering exceptional customer experiences. As a leading player in the industry, we're committed to empowering our employees to grow and thrive in a fast-paced and ever-changing environment. We're now seeking an experienced Real-Time Analyst to join our US Workforce Management team, where you'll play a critical role in driving operational excellence and ensuring seamless customer interactions.
About arenaflex
arenaflex is a forward-thinking organization that's dedicated to revolutionizing the way we work and interact with our customers. With a strong focus on innovation, collaboration, and employee development, we're creating a workplace culture that's inclusive, supportive, and empowering. Our team is passionate about delivering exceptional results, and we're committed to fostering a work environment that's inspiring, challenging, and rewarding.
Job Summary
As a Senior Real-Time Analyst 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 instrumental in analyzing forecasted details from our Economists team and drafting way-forward plans to optimize peak readiness, headcount hiring, and other operational metrics.
Key Responsibilities
As a Senior Real-Time Analyst, your key responsibilities will include:
- Real-Time Monitoring and Analysis: Ensure all shift responsibilities, such as interval-level volume trends, org/site-level shrinkage, NPTs, productivity, and other business KPIs, are monitored and called out for corrective/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 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.
- 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:
Bachelor's degree
in a relevant field, such as Business Administration, Operations Management, or a related field.
Minimum 3-5 years
of experience in a similar role, with a strong background in Workforce Management, Operations, or a related field.
Excellent analytical and problem-solving skills
, with the ability to interpret 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 beneficial:
Master's degree
in a relevant field, such as Business Administration, Operations Management, or a related field.
Certifications
in Workforce Management, Operations, or a related field, such as CWS or CWO.
Experience
with arenaflex's WFM tools and technologies.
Knowledge
of industry trends and best practices in Workforce Management and Operations.
Skills and Competencies
To succeed in this role, you'll need to possess:
Strong analytical and problem-solving skills
, with the ability to interpret complex data and develop actionable insights.
Excellent 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.
Strong attention to detail
and ability to maintain accuracy and quality in your work.
Ability to work in a fast-paced environment
, with multiple priorities and deadlines.
Strong leadership and mentorship skills
, with the ability to develop and coach fellow RTAs.
Career Growth Opportunities and Learning Benefits
As a Senior Real-Time Analyst at arenaflex, you'll have opportunities to:
Develop your skills and expertise
in Workforce Management and Operations.
Take on new challenges
and responsibilities, with opportunities for career growth and advancement.
Collaborate with cross-functional teams
and stakeholders to drive business results and improve operational efficiency.
Participate in training and development programs
, with opportunities to learn from industry experts and thought leaders.
Contribute to arenaflex's innovation and growth
, with opportunities to shape the future of our organization and industry.
Work Environment and Company Culture
arenaflex is a dynamic and inclusive organization that values diversity, equity, and inclusion. We're committed to creating a workplace culture that's inspiring, challenging, and rewarding. Our team is passionate about delivering exceptional results, and we're dedicated to fostering a work environment that's supportive, collaborative, and empowering.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, including:
- Salary: Competitive salary based on experience and qualifications.
- Benefits: Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and other perks.
- Professional development: Opportunities for training, development, and career growth.
- Flexible work arrangements: Flexible work arrangements, including remote work options and flexible hours.
- Recognition and rewards: Recognition and rewards for outstanding performance and contributions.
How to Apply
If you're a motivated and experienced professional with a passion for Workforce Management and Operations, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter, highlighting your relevant experience, skills, and qualifications. We look forward to hearing from you! Apply Job! Apply for this job