Analyst, Real Time Adherence
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Job Description
Real Time Analyst monitoring schedule adherence, call volume, staffing, and routing for Arise’s work-from-home BPO platform. Supporting Operations and Workforce Management with real-time insights and reporting.
Responsibilities:
- Monitor and report real-time schedule adherence
- Work with Operations and Workforce Management teams to identify non-adherent events and ensure contractual standards are met
- Provide real-time scheduling and call-flow support in a multi-client, multi-line-of-business environment
- Monitor call volume across multiple queues and respond to staffing, wait-time, and abandonment issues
- Respond to low call volume and high agent staffing using agreed-upon measures
- Provide bi-hourly, daily, weekly, and monthly staffing-related reports
- Liaise with Operations, IT/Telecom, client Command Centers, and Workforce resources regarding call-flow, routing, reporting, system, and intraday performance issues
- Monitor and maintain real-time adherence and staffing-capacity compliance
- Coordinate coverage and distribution of up-to-the-minute statistical data with WFM and other Real Time Analysts
- Assist Operations with enforcing schedule adherence and call-time threshold guidelines
- Inform Operations of same-day volume needs using current statistics
- Identify call-routing anomalies using real-time monitoring software
- Change agent skill associations and provide historical reporting as needed
- Produce on-demand reports
- Perform other duties as assigned
Requirements:
- High School Diploma/GED
- At least 1 year of work experience in contact center workforce management
- Minimum 1 year of work experience with workforce management tools such as Avaya CMS, IEX, eWFM, Genesis, and Blue Pumpkin
- Intermediate experience with Google Sheets and MS Excel, including creating spreadsheets, VLOOKUPs, and pivot tables
- Proven analytical and problem-solving skills
- Keen attention to detail and accuracy
- Excellent organizational and time-management skills
- Ability to work with little supervision
- Excellent computer skills and ability to navigate multiple systems independently
- Excellent written and verbal communication skills
- Strong commitment to providing an exceptional customer experience
- Ability to work independently in a fast-paced, dynamic, team environment
- Process-minded approach focused on improving workforce management processes and effectiveness
- Ability to work a flexible schedule, including nights and weekends
Benefits:
- Work-from-home arrangement
- Regular full-time employment
- Opportunity to achieve potential at Arise
- Work in a dynamic, team environment
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