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.