Arise Virtual Solutions Inc. is looking for a Real Time Analyst to ensure operational excellence by monitoring schedule adherence and call flow in real-time. In this role, you will be a critical support for our multi-client contact center environment, working closely with Operations and the Workforce Management team to maintain contractual standards.
What You'll Do
- Provide real-time scheduling and call flow support in a multi-client and multi-line of business environment.
- Monitor real-time call volume for multiple queues and respond to spikes or dips in volume relative to staffing levels.
- Deliver bi-hourly, daily, weekly, and monthly reporting to inform staffing and training decisions.
- Act as a liaison between Call Center Operations and IT/Telecom regarding call flow, routing, CMS reporting, and system issues.
- Monitor and maintain real-time adherence to ensure compliance with staffing capacities.
- Coordinate with the WFM team and other Real Time Analysts for continuity of coverage and data distribution.
- Liaise with client Command Centers regarding intraday performance and system issues.
- Work with Operations to enforce schedule adherence and call time threshold guidelines.
- Inform Operations of same-day volume needs with up-to-the-minute statistics.
- Identify call routing anomalies using real-time monitoring software.
- Produce on-demand reports as needed.
What We're Looking For
- High School Diploma or GED.
- At least 1 year of work experience in contact center workforce management.
- Strong knowledge of workforce management tools such as Avaya CMS, IEX, eWFM, Genesis, and Blue Pumpkin (minimum 1 year experience).
- Intermediate experience with Google Sheets and MS Excel, including creating spreadsheets, v-lookups, and pivot tables.
- Proven analytical and problem-solving skills with keen attention to detail.
- Excellent organizational and time-management skills to handle multiple tasks.
- Ability to work with little supervision and navigate multiple systems independently.
- Excellent written and verbal communication skills.
- A strong commitment to providing an exceptional customer experience.
- Ability to thrive in a fast-paced, dynamic, team environment.
- A process-minded focus on improving workforce management effectiveness.
- Ability to work a flexible schedule, including nights and weekends.
Technical Stack
- WFM Tools: Avaya CMS, IEX, eWFM, Genesis, Blue Pumpkin
- Software: Google Sheets, MS Excel
Team & Environment
You will work closely with the Operations and Workforce Management (WFM) team, calling out non-adherent events and ensuring seamless coordination for real-time performance.
Arise Virtual Solutions Inc. is an equal opportunity employer.
