Real Time Adherence Analyst

Florida
Miramar
Position Type
Regular Full-Time

Overview

Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-home service professionals running small call center businesses to companies needing contact center and other business services. Built to scale, Arise makes the way for a superior customer experience for innovative enterprises from startups to Fortune 500 companies.

 

Arise is searching for a Real Time Adherence Analyst.

Responsibilities

  • Monitors call routing and flow real time
  • Conducts real-time analysis of all metrics for multiple Lines of Business - Forecast Variances, Service level targets, AHT target variances, Occupancy targets, etc.
  • Identifies course of action or makes recommendations relating to deviations (Schedule Adjustments, Skill Switches/Leveraging)
  • Monitors real time activities 
  • Trouble-shoots real-time technology issues
  • Reporting (Scorecard Stats, Daily UABS/Shrinkage numbers, Over/under updates, etc…)
  • Monitors adherence/compliance to schedule and escalates for investigation.
  • Ensure all required data is tracked and trended on a continuous basis
  • Makes recommendations and routing changes based on observations
  • Interface with business unit management as needed for escalation of service-impacting issues
  • Analyzes schedule efficiency measurements as well as key indicators such as service level, for continuous improvement
  • At Arise we must be flexible to meet the needs of our clients.  While you are initially hired for a specific shift or work schedule, your work schedule is subject to change to meet the changing needs of the business

Qualifications

  • High School Graduation or equivalent
  • Knowledge of MS Office and spreadsheet
  • Knowledge of general scheduling practices
  • 2 – 4 years’ experience working in a Real Time Adherence Team
  • Clear understanding of basic workforce management principles

 

 

Competitive Compensation and Benefits which include

  • Health/ Dental/ Vision/ Flex Spending Benefits
  • 401k Retirement
  • Great PTO and Holiday Plan
  • Maternity/ Paternity Paid Leave
  • Life and Disability Insurance
  • Tuition Reimbursement
  • Great Place to Work

 

When smart creative and passionate people get together, the results are astounding and the opportunities limitless.

 

Achieve your potential at Arise.

 

Diversity creates a healthier atmosphere: equal opportunity employer M/F/D

Next Steps

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