Experienced Senior Real-Time Analyst (RTA) – Work from Home Opportunity with ERC

At ERC, we're a dynamic and innovative company that's revolutionizing the way we work. As a leader in our industry, we're committed to providing exceptional customer experiences and delivering cutting-edge solutions that drive business growth. We're now seeking an experienced Senior Real-Time Analyst (RTA) to join our US Workforce Management team, working from the comfort of your own home. As a key member of our team, you'll play a critical role in ensuring the smooth operation of our global workforce, driving business success, and shaping the future of our organization.

About the Role

As a Senior RTA, you'll be responsible for real-time monitoring of service levels, managing operational KPIs, and site-level performances. You'll be the global WFM POC for the US team, ensuring effective management of incoming and outbound phone, chat, and email volumes. You'll analyze forecasted details from our Economists team and develop way-forward plans to ensure peak readiness, headcount hiring, and other operational requirements.

Key Responsibilities

* Monitor and analyze shift responsibilities, including interval-level volume trends, org/site-level shrinkage, NPTs, productivity, and other metrics impacting business KPIs.

• Identify and address gaps in operational expectations, such as shift/break, missed calls, disconnected calls, and max calls adherence.
• Ensure operational metrics like service levels, occupancy, PTL, utilization, and other key performance indicators are met by all Orgs/skills at the daily level.
• Liaise with network POCs (WFM and Ops) for owned Org/skills, identifying and addressing gaps/opportunity areas that may impact operational metrics.
• Ensure timely closure of all planning-related activities, including training QA requests, optional and mandatory holidays planning, shift rollovers, BCP planning, and other critical tasks.
• Close WFM actionable SIMs/tickets within committed SLs, ensuring timely resolution of issues.
• Align capacity (schedule) with expected volume, taking necessary actions in case of short-term deficits.
• Mentor and develop fellow RTAs, sharing WFM required skills and knowledge to drive team success.
• Provide insights on metric misses, offering factual callouts and paths to green (PTGs) to drive improvement.
• Simplify current processes, removing waste or non-value enablers to optimize operational efficiency.

Essential Qualifications

* Bachelor's degree in Business Administration, Operations Management, or a related field.

• Minimum 3 years of experience in Workforce Management, Real-Time Analysis, or a related field.
• Proven track record of success in analyzing and interpreting complex data, identifying trends, and developing actionable insights.
• Strong understanding of operational metrics, including service levels, occupancy, PTL, utilization, and other key performance indicators.
• Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
• Strong analytical and problem-solving skills, with the ability to identify and address gaps in operational expectations.
• Proficiency in Microsoft Office, particularly Excel, and other relevant software applications.

Preferred Qualifications

* Master's degree in Business Administration, Operations Management, or a related field.

• 5+ years of experience in Workforce Management, Real-Time Analysis, or a related field.
• Experience working in a global, fast-paced environment with multiple stakeholders.
• Certification in Workforce Management, Real-Time Analysis, or a related field.
• Strong knowledge of process improvement methodologies, such as Lean or Six Sigma.

Skills and Competencies

* Strong analytical and problem-solving skills, with the ability to identify and address gaps in operational expectations.

• Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
• Strong understanding of operational metrics, including service levels, occupancy, PTL, utilization, and other key performance indicators.
• Proficiency in Microsoft Office, particularly Excel, and other relevant software applications.
• Ability to work in a fast-paced environment with multiple stakeholders.
• Strong attention to detail and ability to meet deadlines.

Career Growth Opportunities and Learning Benefits

As a Senior RTA at ERC, you'll have the opportunity to:

• Develop your skills and knowledge in Workforce Management, Real-Time Analysis, and process improvement methodologies.
• Work with a global team of experts, sharing best practices and learning from each other.
• Contribute to the development of our global workforce management strategy, driving business success and shaping the future of our organization.
• Participate in training and development programs, including certification in Workforce Management, Real-Time Analysis, or related fields.
• Collaborate with cross-functional teams, including Operations, WFM, and Economists, to drive business growth and improve operational efficiency.

Work Environment and Company Culture

As a remote worker, you'll have the flexibility to work from the comfort of your own home, with the ability to collaborate with our global team through virtual meetings and communication tools. Our company culture is built on a foundation of innovation, collaboration, and customer-centricity. We're committed to providing a supportive and inclusive work environment, where our employees can grow and thrive.

Compensation, Perks, and Benefits

As a Senior RTA at ERC, you'll receive a competitive salary, benefits package, and perks, including:

• Competitive salary and bonus structure.
• Comprehensive benefits package, including health, dental, and vision insurance.
• 401(k) matching program and other retirement savings options.
• Paid time off, including vacation, sick leave, and holidays.
• Professional development opportunities, including training and certification programs.
• Flexible work arrangements, including remote work options.

How to Apply

If you're a motivated and experienced Senior RTA looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter, highlighting your relevant experience and skills. We look forward to hearing from you! Apply for this job