**Experienced Real-Time Analyst – Workforce Management and Operational Excellence at blithequark**

Are you a detail-oriented and analytical individual with a passion for driving operational excellence? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark's US Workforce Management team as a Senior Real-Time Analyst (RTA). As a key member of our team, you will play a critical role in monitoring and analyzing real-time service levels, operational KPIs, and site-level performances to ensure seamless delivery of global WFM services. **About blithequark** blithequark is a leading provider of innovative solutions in the Workforce Management space. Our team of experts is dedicated to delivering exceptional results and exceeding customer expectations. We are committed to fostering a culture of collaboration, innovation, and continuous learning, where our employees can grow and thrive. **Job Summary** As a Senior RTA at blithequark, you will be responsible for real-time monitoring of service levels, managing operational KPIs, and site-level performances. You will analyze forecasted details from the Economists team and develop way-forward plans to ensure peak readiness, headcount hiring, and effective management of incoming and outbound phone, chat, and email volumes. This role requires high visibility to all operations teams globally, and you will be expected to ensure effective management of shift responsibilities, operational metrics, and capacity alignment. **Key Responsibilities** * Monitor and analyze real-time service levels, operational KPIs, and site-level performances to ensure seamless delivery of global WFM services * Analyze forecasted details from the Economists team and develop way-forward plans to ensure peak readiness, headcount hiring, and effective management of incoming and outbound phone, chat, and email volumes * Ensure effective management of shift responsibilities, including interval level volume trends, org/site level shrinkage, NPTs, productivity, and adherence to operational expectations * Monitor and ensure operational metrics, such as service levels, occupancy, PTL, utilization, and productivity, are met by all Orgs/skills at daily level * Liaise with all network POCs (WFM and Ops) for owned Org/skill and work on gaps/opportunity areas that may impact operational metrics * Ensure timely closure of all planning-related activities, including training QA requests, optional and mandatory holidays planning, Shift rollovers, BCP planning, and WFM actionable SIMs/tickets * Mentor and develop fellow RTAs with all WFM required skills and knowledge * Deep dive and provide insights on metric misses with factual callouts and path to greens (PTGs) * Ensure expected processes are followed by Operations and invent simplify current processes to remove waste or non-value enablers **Essential Qualifications** * Bachelor's degree in Business Administration, Operations Management, or a related field * 2+ years of experience in Workforce Management, Operations, or a related field * Strong analytical and problem-solving skills, with the ability to interpret complex data and develop actionable insights * Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams * Strong attention to detail and ability to prioritize tasks and manage multiple projects simultaneously * Proficiency in Microsoft Office, particularly Excel, and ability to learn new tools and technologies quickly **Preferred Qualifications** * Master's degree in Business Administration, Operations Management, or a related field * 3+ years of experience in Workforce Management, Operations, or a related field * Experience with WFM tools and technologies, such as Workforce Management software and analytics platforms * Certification in Workforce Management or a related field * Strong knowledge of operational metrics, including service levels, occupancy, PTL, utilization, and productivity **Skills and Competencies** * Strong analytical and problem-solving skills, with the ability to interpret complex data and develop actionable insights * Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams * Strong attention to detail and ability to prioritize tasks and manage multiple projects simultaneously * Proficiency in Microsoft Office, particularly Excel, and ability to learn new tools and technologies quickly * Strong knowledge of operational metrics, including service levels, occupancy, PTL, utilization, and productivity * Ability to work in a fast-paced environment and adapt to changing priorities and deadlines **Career Growth Opportunities and Learning Benefits** * Opportunities for professional growth and development, including training and certification programs * Collaborative and dynamic work environment, with a focus on innovation and continuous learning * Flexible work arrangements, including remote work options and flexible hours * Competitive compensation and benefits package, including health insurance, retirement plan, and paid time off **Work Environment and Company Culture** * Collaborative and dynamic work environment, with a focus on innovation and continuous learning * Flexible work arrangements, including remote work options and flexible hours * Opportunities for professional growth and development, including training and certification programs * Strong emphasis on work-life balance and employee well-being * Diverse and inclusive workplace, with a commitment to diversity, equity, and inclusion **Compensation, Perks, and Benefits** * Competitive compensation package, including salary and bonuses * Comprehensive benefits package, including health insurance, retirement plan, and paid time off * Flexible work arrangements, including remote work options and flexible hours * Opportunities for professional growth and development, including training and certification programs * Strong emphasis on work-life balance and employee well-being **How to Apply** If you are a motivated and analytical individual with a passion for driving operational excellence, we encourage you to apply now! Please submit your resume and cover letter, highlighting your relevant experience and skills. We look forward to reviewing your application and discussing this opportunity further. Apply Now Apply for this job