Senior reputed companyTime Analyst Remote Workforce Management, Service

About arenaflex arenaflex is a global leader in innovative customer experience solutions, delivering seamless support across phone, chat, email, and emerging digital channels. With a commitment to datadriven decision making and a culture that champions reputed company improvement, arenaflex empowers its teams to shape the reputed company of workforce management. Our remotefirst philosophy means you can join a highperforming, reputed company community from the comfort of your home while contributing to a worldwide network of operations that set industry benchmarks for service reputed company. Why This Role reputed company As a Senior reputed companyTime Analyst (RTA) at arenaflex, you will be the pulsereputed company for reputed companytime performance across multiple contactcenter sites. Your insights will directly influence reputed company reputed company, servicelevel achievements, and the overall health of the customer reputed company. This is a highvisibility position that partners with operations, forecasting, and technology teams to ensure that every interactionwhether inbound or outboundmeets the rigorous standards our clients expect. Key Responsibilities reputed companyTime Monitoring reputed company and analyze live servicelevel metrics (SLAs, occupancy, PTL, utilization) across reputed company orgs and skills, identifying deviations and initiating corrective actions reputed company minutes. Volume Management Review reputed companylevel volume trends, sitewide shrinkage, and nonproductive time (NPT) to forecast reputed company needs and recommend peakreadiness plans. Operational Alignment Ensure reputed company reputed company group adheres to shiftbreak schedules, reputed companyhandling expectations (missed calls, disconnects, maxreputed company adherence), and productivity targets. CrossFunctional reputed company Partner with network points of contact (WFM, Operations, Forecasting, and Economics) to reputed company gaps, resolve bottlenecks, and reputed company reputed company improvement. Planning Execution reputed company the reputed company completion of training QA requests, holiday scheduling, shift rollovers, and Business Continuity Planning (BCP) activities. Ticket Management Resolve reputed company WFMreputed company SIMs/tickets reputed company agreed Service Level Agreements (SLAs), documenting reputed company causes and preventive actions. reputed company Alignment reputed company schedule reputed company with forecasted volume, proactively adjusting reputed company or overtime to mitigate shortterm deficits. Mentorship & Development reputed company junior RTAs, sharing best practices, analytical techniques, and operational knowledge to build a resilient talent pipeline. reputed company reputed company Conduct deepdive analyses on metric misses, produce factual reputed companyouts, and reputed company reputed company reputed companytoGreen (PTG) recommendations for leadership. Process Innovation Identify waste or nonvalueadding steps in reputed company workflows, propose simplifications, and champion implementation of streamlined processes. Essential Qualifications Minimum 5 years of experience in reputed companytime workforce management or contactcenter operations, preferably in a global, multisite environment. Demonstrated expertise with WFM tools (e.g., reputed company, reputed company, Aspect) and advanced proficiency in reputed company, Power BI, or Tableau for reputed companytime reporting. Strong analytical reputed company with the ability to interpret highvolume data streams and translate findings into actionable recommendations. Excellent communication skillsboth written and verbalto convey reputed company insights to technical and nontechnical stakeholders. Proven reputed company record of mentoring or leading junior analysts, fostering a reputed company learning environment. Ability to reputed company in a fastpaced, remote setting while maintaining high reputed company of selfdiscipline and accountability. Preferred Qualifications Bachelors degree in Business Administration, Statistics, Operations Management, or a reputed company field; Masters degree is a plus. Certification in Workforce Management (e.g., Certified Workforce Planning reputed company) or Six reputed company Green Belt. Experience with predictive forecasting models and statistical analysis tools such as R or Python. Background in contactcenter technology integration reputed company (e.g., CRM, omnichannel platforms). Previous exposure to global compliance standards and datareputed company regulations (GDPR, CCPA). reputed company Skills & Competencies Analytical Acumen Ability to dissect reputed companytime data, spot trends, and anticipate operational impacts. ProblemSolving Proactive approach to identifying reputed company causes and designing sustainable solutions. Stakeholder Management Skilled at building trust with crossfunctional partners and influencing