**Experienced Real-Time Analyst Workforce Management and Operational

At arenaflex, we're a dynamic and innovative company that's always looking for talented individuals to join our team. As a Real-Time Analyst, you'll play a critical role in ensuring the smooth operation of our workforce management systems, analyzing data to identify trends and areas for improvement, and collaborating with cross-functional teams to drive business results. About arenaflex arenaflex is a leading provider of innovative solutions in the industry. We're committed to delivering exceptional customer experiences, and our team is dedicated to making a positive impact. With a strong focus on diversity, equity, and inclusion, we strive to create a workplace that's welcoming, inclusive, and supportive of all employees. Job Summary We're seeking an experienced Real-Time Analyst to join our US Workforce Management team. As a key member of our team, 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 teams to ensure effective management of incoming and outbound phone, chat, and email volumes. This is an exciting opportunity to join a dynamic team and contribute to the success of arenaflex. Key Responsibilities As a Real-Time Analyst, you'll be responsible for: * Real-time monitoring of service levels, managing operational KPIs, and site-level performances * Analyzing forecasted details from the Economists team and drafting way forward plans in terms of peak readiness, headcount hiring, etc. * Ensuring effective management of incoming and outbound phone, chat, and email volumes * Monitoring and calling out for corrective/supportive actions on shift responsibilities such as interval level volume trends, org/site level shrinkage, NPTs, productivity, etc. * Ensuring each org/skill is adhering to their operational expectations like shift/break, missed calls, disconnected calls, max calls adherence * Ensuring operational metrics like service levels, occupancy, PTL, utilization, etc. are being met by all Orgs/skills at daily level * Liaising with all network POCs (WFM and Ops) for owned Org/skill and working on gaps/opportunity areas which may impact operational metrics * Ensuring timely closure on all planning related activities like training QA requests, optional and mandatory holidays planning, Shift rollovers, BCP planning, etc. * Ensuring timely closure of all WFM actionable SIMs/tickets tagged, within committed SLs * Ensuring capacity alignment (schedule) is based on expected volume and taking necessary actions in case of short-term deficits * Mentoring and developing fellow RTAs with all WFM required skills and knowledge * Deep diving and providing insights on metric misses with factual callouts and path to greens (PTGs) * Ensuring expected processes are followed by Operations, invent simplifying current processes to remove waste or non-value enablers Essential Qualifications * Bachelor's degree in a related field (e.g., Business Administration, Operations Management, or a related field) * 3+ years of experience in workforce management, operations, or a related field * Proven experience in analyzing data to identify trends and areas for improvement * Strong understanding of operational metrics and KPIs * Excellent communication and collaboration skills * Ability to work in a fast-paced environment with multiple priorities * Strong analytical and problem-solving skills * Experience with workforce management software and systems (e.g., Workforce Management, WFM, or similar) Preferred Qualifications * Master's degree in a related field (e.g., Business Administration, Operations Management, or a related field) * 5+ years of experience in workforce management, operations, or a related field * Experience in a leadership or management role * Certification in workforce management or a related field (e.g., CWM, CFA, or similar) * Experience with data analytics tools and software (e.g., Excel, Tableau, or similar) * Experience with project management methodologies (e.g., Agile, Scrum, or similar) Skills and Competencies * Strong analytical and problem-solving skills * Excellent communication and collaboration skills * Ability to work in a fast-paced environment with multiple priorities * Strong understanding of operational metrics and KPIs * Experience with workforce management software and systems (e.g., Workforce Management, WFM, or similar) * Data analysis and interpretation skills * Project management skills * Leadership and management skills * Ability to work in a global team environment Career Growth Opportunities and Learning Benefits At arenaflex, we're committed to helping our employees grow and develop their careers. As a Real-Time Analyst, you'll have opportunities to: * Develop your skills and knowledge in workforce management and operations * Collaborate with cross-functional teams to drive business results * Participate in training and development .