Job Summary

Job Description

The Senior Real-Time Analyst (RTA) at Crunchyroll oversees vendor relationships for seamless workforce management. Key responsibilities include monitoring vendor performance against KPIs, managing tool access, ensuring data accuracy, and driving real-time performance. The role involves regular vendor communication, performance reporting, process optimization, and collaboration with the internal WFM team to improve forecasting and staffing effectiveness. The ideal candidate will have strong analytical, problem-solving, and communication skills, proficiency in workforce management tools (NICE, Playvox, etc.), and at least 5 years of experience in a similar role.

Must have:

5+ years Workforce Management/Real-time Analyst experience
Vendor relationship management expertise
Proficiency in WFM tools (NICE, Playvox)
Strong analytical & problem-solving skills
Excellent communication & leadership abilities

4 skills required

4 skills required for this role

Add these skills to join the top 1% applicants for this job

team-management

communication

performance-analysis

forecasting-budgeting

Job Details

About Crunchyroll

WE HELP EVERYONE BELONG. IT’S OUR PURPOSE.

Founded by fans, Crunchyroll delivers the art and culture of anime to a passionate community. We super-serve over 100 million anime and manga fans across 200+ countries and territories, and help them connect with the stories and characters they crave. Whether that experience is online or in-person, streaming video, theatrical, games, merchandise, events and more, it’s powered by the anime content we all love.

Join our team, and help us shape the future of anime!

Crunchyroll, LLC is an independently operated joint venture between US-based Sony Pictures Entertainment, and Japan's Aniplex, a subsidiary of Sony Music Entertainment (Japan) Inc., both subsidiaries of Tokyo-based Sony Group Corporation.

About the role

The Senior Real-Time Analyst (RTA) will help oversee our vendor relationships to ensure seamless workforce management operations. This role is critical in driving real-time performance, maintaining operational excellence, and ensuring all vendor partners follow agreed-upon Key Performance Indicators (KPIs). The Senior RTA will also serve as the primary point of contact for vendor partnerships, overseeing tools access, data accuracy, and partner communication.

Vendor Management:

Maintain relationships with vendor partners to ensure alignment with KPIs and operational goals.
Monitor vendor performance metrics and address any deviations.
Oversee access management for all vendor-related tools and systems to ensure compliance and efficiency.

Operational Oversight:

Conduct regular meetings with vendor partners to review performance, understand challenges, and agree on solutions.
Provide real-time monitoring and reporting to ensure schedule adherence and service-level agreements are met.
Analyze trends and recommend applicable strategies to improve forecasting accuracy and staffing effectiveness.

Reporting and Communication:

Develop and deliver comprehensive performance reports to the WFM Manager, highlighting successes, risks, and areas for improvement.
Act as the primary liaison between the internal WFM team and vendor partners to ensure transparency and understanding.

Process Optimization:

Collaborate with the WFM Manager to refine tools, and workflows for enhanced efficiency.
Stay up to date with industry best practices and recommend innovations to improve workforce management capabilities.

We are considering applicants for the location of Mexico City, Mexico.

About You

Experience:
- Minimum of 5 years of experience in a workforce management or real-time analyst role.
- Proven experience leading teams and managing vendor relationships.

Skills and Competencies:
- Strong leadership and team management abilities.
- Excellent analytical, problem-solving, and decision-making skills.
- Proficient in workforce management tools such as NICE, Playvox, or similar platforms.
- Exceptional communication and interpersonal skills.
- Ability to work effectively in a fast-paced, dynamic environment.
- Strong organizational skills with attention to detail.

About our Values

We want to be everything for someone rather than something for everyone and we do this by living and modeling our values in all that we do. We value

Courage. We believe that when we overcome fear, we enable our best selves.
Curiosity. We are curious, which is the gateway to empathy, inclusion, and understanding.
Service. We serve our community with humility, enabling joy and belonging for others.
Kaizen. We have a growth mindset committed to constant forward progress.

Our commitment to diversity and inclusion

Our mission of helping people belong reflects our commitment to diversity & inclusion. It's just the way we do business.

We are an equal opportunity employer and value diversity at Crunchyroll. Pursuant to applicable law, we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Crunchyroll, LLC is an independently operated joint venture between US-based Sony Pictures Entertainment, and Japan's Aniplex, a subsidiary of Sony Music Entertainment (Japan) Inc., both subsidiaries of Tokyo-based Sony Group Corporation.

Questions about Crunchyroll’s hiring process? Please check out our Hiring FAQs: https://help.crunchyroll.com/hc/en-us/articles/360040471712-Crunchyroll-Hiring-FAQs

Please refer to our Candidate Privacy Policy for more information about how we process your personal information, and your data protection rights: https://tbcdn.talentbrew.com/company/22978/v1_0/docs/spe-jobs-privacy-policy-update-for-crpa-dec-21-22.pdf

Please beware of recent scams to online job seekers. Those applying to our job openings will only be contacted directly from @crunchyroll.com email account.