• Real Time Adherence Analyst

    State/Province
    Florida
    City
    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.

     

    The Real Time Analyst is responsible for monitoring and reporting schedule adherence in real-time using real-time adherence software and ACD real-time displays. Real Time Analysts work closely with Operations, calling out non-adherent events so that non-adherent agents can be directed back toward the phone. Real Time Analysts also monitor agent calling behaviors in real-time, calling out events such as talk-time or after-call-work time which exceeds defined thresholds. Real Time Analysts watch real-time statistics across various measures such as service level or staffing interval requirements to ensure contractual standards are met. Real Time Analysts provide real-time feedback to the Workforce Management team (WFM) and Operations. Real Time Analysts may also be required to change agent skill associations / or provide historical reporting as needed. 

    Responsibilities

    • Provide real-time scheduling and call flow support in a multi-client/multi-line of business environment.
    • Monitor real-time call volume for multiple queues and respond to spikes in high call volumes in relation to low staffing, average customer wait time, and call abandon percentages.
    • Respond to periods of low call volume in relation to high agent staffing using agreed upon measures such as interval exceptions or offline work
    • Provide bi-hourly, daily, weekly, and monthly reporting to ensure that Operations Management has the information necessary to make the appropriate business decisions regarding staffing, training, etc.
    • Act as liaison between Call Center Operations and IT/Telecom relative to call flow issues, call routing issues, CMS reporting issues, and system issues in general according to the established escalation process.
    • Monitor and maintain real-time adherence to ensure compliance with staffing capacities
    • Coordinate with WFM team and other Real Time Analysts to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day. 
    • Work closely with Operations to assist them in enforcing schedule adherence and call time threshold guidelines 
    • Inform Operations of same day volume needs with up-to-the-minute daily statistics. 
    • Identify call routing anomalies using real-time monitoring software
    • Produce on-demand reports as needed
    • Other duties as assigned

    Qualifications

    • High School Diploma/GED
    • At least 2 years of work experience in contact center workforce management required
    • Strong knowledge of workforce management tools (Avaya CMS, IEX, eWFM, Genesis, Blue Pumpkin) and the ability to maintain them. (Minimum 1 year work experience)
    • Intermediate level of experience with Google Sheets and MS Excel (i.e. creating spreadsheets, v-lookups, pivot tables, etc.)
    • Proven analytical and problem-solving skills
    • Keen attention to detail and accuracy.
    • Excellent organizational and time-management skills to handle multiple tasks and priorities.
    • Excellent computer skills and the ability to navigate through multiple systems without assistance
    • Excellent written and verbal communication skills to effectively interact with colleagues.
    • Ability to communicate clearly and concisely with others, including the presentation of reports and recommendations to client management team.
    • Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, accountability, and self-motivation.
    • Must be able to work independently as well as thrive in a fast-paced, dynamic, team environment.
    • Strong desire to build best practices in the team to help enable your team members' mutual success as the organization continues to grow.
    • Process minded; continually focused on ways to improve workforce management processes and effectiveness.
    • Ability to work a flexible schedule, including nights & weekends

    Next Steps

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed