Enablement Analyst, RUM

Overview

The Enablement Analyst is responsible for supporting consistent, high-quality service delivery across global operations through ownership of SLAs, performance metrics, KPI reporting, capacity planning, and quality control. This role partners closely with the Manager, Operations Enablement & Delivery and global delivery teams to provide visibility into performance, identify risks and trends, and drive data-informed improvements that protect client experience and operational outcomes.

• Own tracking, monitoring, and reporting of SLAs, KPIs, and service delivery metrics across global teams.
• Ensure accurate, timely, and consistent performance reporting for leadership, including trends, risks, and gaps. Identify SLA misses or at-risk performance and proactively elevate insights supported by data.
• Develop and maintain standardized dashboards, scorecards, and recurring reports to support service delivery reviews.
• Analyze performance data to identify root causes, recurring defects, and systemic issues.
• Translate complex data into clear, actionable insights for operational leaders and stakeholders.
• Support capacity planning and demand forecasting through analysis of volumes, throughput, staffing, and productivity trends.
• Partner with global delivery leaders to identify coverage gaps, workload imbalances, and scaling risks.
• Provide data-driven input to support staffing, prioritization, and planning decisions.
• Support quality monitoring efforts by tracking quality metrics, defect trends, and compliance indicators.
• Identify patterns contributing to rework, escalations, or client dissatisfaction and surface improvement opportunities.
• Partner with operations and enablement leaders to reinforce standards, controls, and best practices.
• Support operational enablement initiatives by providing data, analysis, and documentation to reinforce processes. Measure the effectiveness of process changes and track outcomes over time.
• Serve as a key analytical partner to the Manager, Operations Enablement & Delivery on service delivery health.

• Bachelor’s degree preferred or equivalent operational experience.
• 3–5+ years of experience in service delivery operations, analytics, enablement, or performance management roles.
• Strong analytical and problem-solving skills with the ability to interpret complex operational data.
• Experience with SLA management, KPI reporting, metrics analysis, and operational performance tracking.
• Ability to clearly communicate insights to technical and non-technical stakeholders.
• High attention to detail with a strong focus on accuracy, consistency, and accountability.
• Comfortable working with global teams across multiple time zones.
• Experience working in data‑driven, metrics‑focused operational environments.

• Strong understanding of service delivery operations, SLAs, KPIs, and performance management frameworks.
• Advanced proficiency in Microsoft Excel, including pivot tables, formulas, data validation, trend analysis, and basic automation.
• Experience developing and maintaining dashboards and reports using Power BI (or similar BI tools), including data modeling, visualization, and insight presentation.
• Ability to analyze large datasets to identify trends, risks, root causes, and systemic issues.
• Strong data storytelling skills—able to translate complex analysis into clear, actionable insights for operational and executive audiences.
• Experience supporting capacity planning, volume forecasting, and productivity analysis.
• High attention to detail, strong process discipline, and commitment to data accuracy and consistency.
• Effective written and verbal communication skills, with confidence presenting insights and recommendations to stakeholders.

• Real Page provides a competitive salary package along with a comprehensive benefit plan that includes:
• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off and holidays.
• Professional development opportunities.
• Performance-based bonus based on position.

Compensation may vary depending on your location, qualifications including job-related education, training, experience, licensure, and certification, that could result at a level outside of these ranges. Certain roles are eligible for additional rewards, including annual bonus, and sales incentives depending on the terms of the applicable plan and role as well as individual performance.

Equal Opportunity

Employer:

Real Page Company is an equal opportunity employer and committed to creating an inclusive environment for all employees

USD $77,700.00 - USD $ /Yr.