Analyst, Real Time Adherence

• 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

• 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

• Work-from-home arrangement
• Regular full-time employment
• Opportunity to achieve potential at Arise
• Work in a dynamic, team environment