Analyst, Real Time Adherence

🔥 9 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟢 Junior

🧐 Analyst

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Arise

WebsiteLinkedInAll Job Openings

201 - 500 employees

📦 Logistics

🏥 Healthcare

✈️ Travel

Logistics • Healthcare • Travel

Arise is a leading provider of virtual customer experience solutions, leveraging cutting-edge technology to deliver flexible and exceptional customer service across a range of sectors including retail, travel, gaming, healthcare, BFSI, and energy and utilities. With its proprietary GigCX platform, Arise integrates advanced AI chatbots and sophisticated analytics to enhance omnichannel strategies, supporting businesses in adjusting to shifts in customer patterns and improving customer retention. The company focuses on creating flexible work opportunities and enabling work-from-home operations, thus contributing to improved operational efficiency and customer support quality.

📋 Description

• 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