Analyst, Real Time Adherence

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee and report on real-time adherence to schedules

• Collaborate with Operations and Workforce Management teams to pinpoint non-adherence events and ensure compliance with contractual standards

• Offer real-time scheduling and call-flow assistance in a multi-client, multi-line-of-business setting

• Track call volumes across various queues and address staffing, wait-time, and abandonment challenges

• Respond to instances of low call volume and high agent staffing using established measures

• Generate bi-hourly, daily, weekly, and monthly reports related to staffing

• Act as a liaison with Operations, IT/Telecom, client Command Centers, and Workforce resources regarding call-flow, routing, reporting, systems, and intraday performance concerns

• Monitor and ensure compliance with real-time adherence and staffing capacity

• Coordinate the coverage and distribution of up-to-the-minute statistical data with WFM and other Real-Time Analysts

• Support Operations in enforcing adherence to schedules and call-time threshold guidelines

• Notify Operations of same-day volume requirements using current data

• Detect call-routing discrepancies using real-time monitoring tools

• Adjust agent skill associations and provide historical reports as necessary

• Generate on-demand reports

• Carry out additional responsibilities as assigned

⛳️ Requirements

• High School Diploma or GED

• A minimum of 1 year of experience in contact center workforce management

• At least 1 year of experience utilizing workforce management tools such as Avaya CMS, IEX, eWFM, Genesis, and Blue Pumpkin

• Intermediate proficiency with Google Sheets and MS Excel, including creating spreadsheets, VLOOKUPs, and pivot tables

• Demonstrated analytical and problem-solving abilities

• Strong attention to detail and precision

• Exceptional organizational and time-management skills

• Capability to work with minimal supervision

• Excellent computer skills and ability to independently navigate multiple systems

• Outstanding written and verbal communication capabilities

• Strong dedication to delivering an outstanding customer experience

• Ability to work autonomously in a fast-paced, dynamic team environment

• Process-oriented mindset aimed at enhancing workforce management processes and effectiveness

• Willingness to work a flexible schedule, including nights and weekends

🏝️ Benefits

• Opportunity for a work-from-home arrangement

• Regular full-time employment status

• Potential for growth and achievement at Arise

• Experience working in a vibrant team environment