**Senior Real-Time Analyst - US Workforce Management Team**

Join the ERC Team as a Senior Real-Time Analyst and Elevate Your Career in Workforce Management

At ERC, we're dedicated to delivering exceptional customer experiences through innovative solutions and a talented team. We're seeking a highly skilled Senior Real-Time Analyst to join our US Workforce Management team, playing a critical role in driving operational excellence and business growth. As a Senior Real-Time Analyst, you will be responsible for real-time monitoring of service levels, managing operational KPIs, and site-level performances, ensuring effective management of incoming and outbound phone, chat, and email volumes.

About ERC and Our Workforce Management Team

ERC is a leading provider of customer experience solutions, leveraging cutting-edge technology and a customer-centric approach to drive business success. Our Workforce Management team is at the forefront of ensuring seamless customer interactions, and we're looking for 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 collaborates with operations teams globally to drive business outcomes.

Key Responsibilities

• Real-Time Monitoring and Analysis: Monitor service levels, manage operational KPIs, and site-level performances in real-time, ensuring effective management of incoming and outbound phone, chat, and email volumes.
• Operational Performance Management: 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.
• Adherence to Operational Expectations: Ensure each org/skill is adhering to their operational expectations, such as shift/break, missed calls, disconnected calls, max calls adherence.
• Metric Monitoring and Analysis: Ensure that operational metrics, such as service levels, occupancy, PTL, utilization, etc., are being met by all Orgs/skills at the daily level.
• Collaboration and Communication: 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, such as 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 Business Administration, Operations Management, or a related field.
• Experience: Minimum 3-5 years of experience in Workforce Management, Operations, or a related field.
• Skills: Strong analytical and problem-solving skills, excellent communication and interpersonal skills, ability to work in a fast-paced environment, and proficiency in WFM tools and software.

Preferred Qualifications

• Certifications: WFM certifications, such as Certified Workforce Management Professional (CWFP) or Certified Call Center Management (CCCM), are preferred.
• Experience with WFM Tools: Experience with WFM tools, such as NICE, Verint, or Genesys, is preferred.
• Leadership Experience: Leadership experience in a WFM or Operations environment is preferred.

Skills and Competencies

• Analytical and Problem-Solving Skills: Ability to analyze complex data sets, identify trends, and develop actionable insights.
• Communication and Interpersonal Skills: Excellent communication and interpersonal skills, with the ability to collaborate with cross-functional teams.
• Adaptability and Flexibility: Ability to work in a fast-paced environment, adapt to changing priorities, and meet deadlines.
• Attention to Detail: Strong attention to detail, with the ability to accurately analyze data and develop insights.

Career Growth Opportunities and Learning Benefits

At ERC, we're committed to the growth and development of our team members. As a Senior Real-Time Analyst, you'll have opportunities to:

• Develop Your Skills: Enhance your analytical, problem-solving, and communication skills through training and development programs.
• Advance Your Career: Take on new challenges and responsibilities, with opportunities for career advancement and growth.
• Collaborate with Cross-Functional Teams: Work with teams across the organization, including Operations, WFM, and Leadership.

Work Environment and Company Culture

At ERC, we're proud of our dynamic and inclusive work environment. Our culture is built on:

• Collaboration and Teamwork: We believe in the power of teamwork and collaboration to drive business success.
• Innovation and Creativity: We encourage innovation and creativity, with a focus on finding new solutions to complex problems.
• Diversity and Inclusion: We value diversity and inclusion, with a commitment to creating a workplace that's welcoming and inclusive for all.

Compensation, Perks, and Benefits

We offer a comprehensive compensation package, including:

• Competitive Salary: A competitive salary range, reflecting your skills and experience.
• Benefits Package: A comprehensive benefits package, including medical, dental, and vision coverage.
• Perks and Rewards: Additional perks and rewards, such as flexible work arrangements, professional development opportunities, and employee recognition programs.

Conclusion

If you're a motivated and analytical professional looking to elevate your career in Workforce Management, we encourage you to apply for this exciting opportunity. As a Senior Real-Time Analyst at ERC, you'll play a critical role in driving operational excellence and business growth, with opportunities for career advancement and growth. Apply now to join our team and take the next step in your career!