**Experienced Real-Time Analyst (RTA) – Workforce Management (WFM) Expert for US Operations**

At ERC, we're a dynamic and innovative company that's always pushing the boundaries of excellence in our industry. As a leading player in the Workforce Management (WFM) space, we're committed to delivering exceptional results and exceeding our customers' expectations. We're now seeking an experienced and highly skilled Real-Time Analyst (RTA) to join our US Workforce Management team as a key member of our operations team. **About the Role** As a Senior RTA, you'll play a critical role in ensuring the smooth operation of our WFM processes, driving business growth, and delivering exceptional customer experiences. You'll be responsible for real-time monitoring of service levels, managing operational Key Performance Indicators (KPIs), and site-level performances. Your expertise will be instrumental in developing and implementing effective strategies to optimize our workforce, improve productivity, and enhance customer satisfaction. **Key Responsibilities** As a Senior RTA, your key responsibilities will include: * **Real-Time Monitoring and Analysis**: Monitor and analyze real-time data on service levels, operational KPIs, and site-level performances to identify trends, opportunities, and areas for improvement. * **Operational Metrics Management**: Ensure that operational metrics such as service levels, occupancy, Productivity Threshold Level (PTL), utilization, and others are met by all Orgs/skills at the daily level. * **Collaboration and Liaison**: Liaise with all network Point of Contacts (POCs) for owned Org/skill and work on gaps/opportunity areas that may impact operational metrics. * **Capacity Alignment and Planning**: Ensure timely closure of all planning-related activities, including training QA requests, optional and mandatory holidays planning, shift rollovers, Business Continuity Planning (BCP), and others. * **WFM Actionable Items Management**: Ensure timely closure of all WFM actionable SIMs/tickets tagged within committed Service Level Agreements (SLAs). * **Mentorship and Development**: Mentor and develop fellow RTAs with all WFM required skills and knowledge. * **Process Improvement**: Deep dive and provide insights on metric misses with factual callouts and path to greens (PTGs), and ensure expected processes are followed by Operations, 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 Workforce Management, Operations, or a related field. * **Proven track record** of success in analyzing and interpreting data, identifying trends, and developing effective strategies to improve operational performance. * **Excellent communication and interpersonal skills**, with the ability to collaborate with cross-functional teams and stakeholders. * **Strong analytical and problem-solving skills**, with the ability to think critically and make informed decisions. * **Proficiency in Microsoft Office**, particularly Excel, and experience with WFM software and tools. **Preferred Qualifications** While not essential, the following qualifications would be highly desirable: * **Master's degree** in a relevant field, such as Business Administration, Operations Management, or a related field. * **Certification** in Workforce Management, Operations, or a related field. * **Experience** with WFM software and tools, such as Workforce Management, Oracle, or other similar systems. * **Knowledge** of industry-specific regulations and standards, such as HIPAA, PCI-DSS, or others. **Skills and Competencies** To succeed in this role, you'll need to possess the following skills and competencies: * **Analytical and problem-solving skills**, with the ability to think critically and make informed decisions. * **Excellent communication and interpersonal skills**, with the ability to collaborate with cross-functional teams and stakeholders. * **Strong attention to detail**, with the ability to accurately analyze and interpret data. * **Ability to work in a fast-paced environment**, with multiple priorities and deadlines. * **Proactive and results-driven**, with a focus on delivering exceptional results and exceeding customer expectations. **Career Growth Opportunities and Learning Benefits** As a Senior RTA at ERC, you'll have access to a range of career growth opportunities and learning benefits, including: * **Professional development programs**, designed to help you develop your skills and knowledge in Workforce Management and Operations. * **Mentorship and coaching**, to support your career growth and development. * **Opportunities for advancement**, to senior leadership roles within the company. * **Competitive compensation and benefits**, including health insurance, retirement savings, and paid time off. **Work Environment and Company Culture** ERC is a dynamic and innovative company that's committed to delivering exceptional results and exceeding customer expectations. Our work environment is fast-paced and collaborative, with a focus on teamwork, innovation, and continuous improvement. We're proud of our company culture, which is built on the following values: * **Customer-centricity**: We're committed to delivering exceptional customer experiences and exceeding customer expectations. * **Innovation**: We're always looking for new and better ways to do things, and we encourage creativity and innovation throughout the organization. * **Collaboration**: We believe that teamwork is essential to success, and we encourage collaboration and open communication throughout the organization. * **Continuous improvement**: We're committed to continuous improvement, and we encourage employees to identify areas for improvement and implement changes to drive business growth and excellence. **Compensation, Perks, and Benefits** We offer a competitive compensation package, including: * **Base salary**: A competitive base salary, commensurate with experience and qualifications. * **Bonus structure**: A bonus structure that rewards performance and achievement. * **Benefits**: A comprehensive benefits package, including health insurance, retirement savings, and paid time off. * **Perks**: A range of perks, including flexible work arrangements, professional development opportunities, and access to cutting-edge technology and tools. **How to Apply** If you're a motivated and results-driven individual who's passionate about Workforce Management and Operations, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job