Senior Real-Time Analyst - Workforce Management (US Team) - Remote Data Entry & Operations Opportunity

Join the ERC Team as a Senior Real-Time Analyst and Be at the Forefront of Workforce Management Are you a detail-oriented and analytical individual with a passion for operations and workforce management? Do you have a knack for analyzing data and making informed decisions to drive business performance? Look no further! ERC is seeking a highly skilled Senior Real-Time Analyst to join our US ERC Workforce Management team. As a Senior Real-Time Analyst, you will play a critical role in ensuring the effective management of incoming and outbound phone, chat, and email volumes, while analyzing forecasted details and drafting plans to optimize peak readiness and headcount hiring. About ERC and Our Workforce Management Team ERC is a leading organization that specializes in providing innovative solutions to drive business performance. Our Workforce Management team is responsible for ensuring that our operations run smoothly and efficiently, and we are seeking a talented Senior Real-Time Analyst to join our team. As a Senior Real-Time Analyst, you will be part of a dynamic team that is passionate about delivering exceptional results and driving business growth.

Key Responsibilities

• Real-Time Monitoring and Analysis: Monitor service levels, manage operational KPIs, and site-level performances in real-time to ensure effective management of incoming and outbound phone, chat, and email volumes.
• Forecasting and Planning: Analyze forecasted details from the Economists team and draft way forward plans in terms of peak readiness, headcount hiring, and other operational requirements.
• Shift Responsibilities: Ensure all shift responsibilities such as interval level volume trends, org/site level shrinkage, NPTs, productivity, etc. impacting business KPIs are monitored and called out for corrective/supportive actions.
• Operational Expectations: Ensure each org/skill is adhering to their operational expectations like shift/break, missed calls, disconnected calls, max calls adherence.
• Operational Metrics: Ensure that Operational metrics like service levels, occupancy, PTL, utilization, etc. are being met by all Orgs/skills at a daily level.
• Liaise with Network POCs: Liaise with all network POCs (WFM and Ops) for owned Org/skill and work on gaps/opportunity areas which may impact operational metrics.
• Planning and Training: Ensure timely closure on all planning-related activities like training and ensure timely closure of all WFM actionable SIMs/tickets tagged, within committed SLAs.
• Mentorship and Development: Mentor and develop fellow RTAs with all WFM required skills and knowledge.
• Insights and Recommendations: Deep dive and provide insights on metric misses with factual callouts and path to greens (PTGs).

Essential Qualifications

• Education: Bachelor's degree in a related field (Business, Operations, or Analytics).
• Experience: Minimum 3-5 years of experience in a similar role, preferably in a BPO or operations environment.
• Analytical Skills: Strong analytical and problem-solving skills, with the ability to analyze large data sets and make informed decisions.
• Communication Skills: Excellent communication and interpersonal skills, with the ability to liaise with network POCs and other stakeholders.
• Technical Skills: Proficiency in WFM tools and software, such as forecasting and scheduling tools.

Preferred Qualifications

• Certification: Certification in WFM or a related field is a plus.
• Experience with Data Analysis Tools: Experience with data analysis tools such as Excel, SQL, or Tableau.
• Experience in a BPO Environment: Experience working in a BPO environment, preferably in a WFM or operations role.

Skills and Competencies

• Analytical and Problem-Solving Skills: The ability to analyze large data sets and make informed decisions.
• Communication and Interpersonal Skills: The ability to liaise with network POCs and other stakeholders.
• Time Management and Organization: The ability to prioritize tasks and manage multiple projects simultaneously.
• Attention to Detail: The ability to accurately analyze data and identify trends and insights.

Career Growth

Opportunities and Learning Benefits At ERC, we are committed to the growth and development of our employees. As a Senior Real-Time Analyst,