<p>Job Description</p> <p>The Real-Time Analyst (RTA) plays a pivotal role in ensuring optimal performance within Aramark's contact center by managing real-time service levels and overseeing queue management across multiple channels. This role supports the contact center's ability to meet business objectives by monitoring intraday processes, adjusting for unanticipated shifts in demand, and ensuring staffing adherence. The RTA works closely with the Workforce and Operations teams, providing real-time data insights and reports that help drive decisions and maintain service efficiency. Ideal candidates are self-motivated, analytical, and thrive in a dynamic, fast-paced environment. They must be skilled at reporting, interpreting data, and responding promptly to evolving conditions.</p> <p>Job Responsibilities</p> <p>Forecasting and Scheduling</p> <ul> <li>Assist in analyzing historical data to predict volume, trends, and staffing needs across multiple channels. </li><li>Support the creation and maintenance of schedules to ensure adequate coverage during peak and off-peak periods. </li></ul> <p>Real-Time Monitoring</p> <ul> <li>Monitor contact center performance in real-time, tracking key metrics such as service levels, queue times, and agent adherence. </li><li>Identify and report deviations from performance goals and recommend staffing adjustments to accommodate unexpected shifts in volume and headcount. </li><li>Assist with recovery strategies during system outages and other unexpected operational disruptions. </li></ul> <p>Data Analysis and Reporting</p> <ul> <li>Compile, maintain, and analyze data related to contact center operations, including agent performance and volume demand. </li><li>Generate daily, weekly, and monthly reports for leadership on contact center efficiency and performance. </li><li>Ensure accurate and consistent data entry across various platforms, supporting the integrity of reports and metrics that are critical to workforce management. </li></ul> <p>Collaboration</p> <ul> <li>Work closely with supervisors and managers to respond to requests that impact staffing and queue management. </li><li>Communicate with team members to ensure alignment on schedules, adherence, and goals, addressing issues or changes in real-time to minimize service disruptions. </li></ul> <p>Continuous Improvement</p> <ul> <li>Participate in projects and initiatives aimed at optimizing workforce planning and contact center performance. </li><li>Stay abreast of industry trends and best practices in workforce management. </li></ul> <p>At Aramark, developing new skills and doing what it takes to get the job done make a positive impact for our employees and for our customers. In order to meet our commitments, job duties may change or new ones may be assigned without formal notice.</p> <p>Qualifications</p> <ul> <li>At least 2+ years in a multi-channel remote contact center environment is required. </li><li>Workforce Management Tools: Prior experience using workforce management tools required such as: </li><li>NICE IEX </li><li>Impact 360 </li><li>Genesys Optimizer </li></ul> <p>(Or other similar workforce management tools)</p> <ul> <li>Role-Specific Experience: Previous experience in a Real-Time Analyst (RTA) or Workforce Management role is preferred. </li><li>Bachelor's degree in IT, Finance, Business, Mathematics, or a related field is preferred. </li><li>Strong analytical skills with the ability to interpret complex data and make data-driven decisions. </li><li>Basic understanding of workforce management principles and scheduling processes. </li><li>Proficiency in Microsoft Office Suite, particularly Excel, for data analysis and reporting. </li><li>Familiarity with data visualization tools such as Power BI or similar platforms. </li><li>Ability to adapt quickly to real-time changes in business conditions, demonstrating agility and responsiveness in a fast-paced, high-demand contact center environment. </li><li>Excellent communication skills in both verbal and written forms, with strong grammatical proficiency. </li><li>Strong interpersonal skills with the ability to build relationships, resolve conflicts, and work effectively in a remote team setting. </li><li>High-quality, professional customer service skills, with an emphasis on sensitivity and confidentiality. </li></ul> <p>Benefits</p> <ul> <li>Flexible work arrangements </li><li>Paid Time Off (PTO), Vacation, nine (9) paid holidays </li><li>Volunteer days, community partnerships, Employee Assistance Program </li><li>Your choice of three medical plans, two carriers to choose from & My Healthy Changes well-being program </li><li>Adoption Assistance & Paid Parental Leave </li><li>Tuition Funding Sources and Scholarship Programs </li><li>Retirement plan with match on annual contributions </li></ul> <p>About Aramark</p> <p>Our Mission</p> <p>Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.</p> <p>At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law.</p> <p>About Aramark</p> <p>The people of Aramark proudly serve millions of guests every day through food and facilities in 15 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at http://www.aramarkcareers.com or connect with us on Facebook, Instagram and Twitter.</p> <p>Education</p> <p>Nearest Major Market: Nashville</p>