Since 1994, Arise Virtual Solutions Inc. has created a disruptive technology platform that connects the world’s biggest brands with the largest network of gig-economy Service Partners in the BPO industry. Owned by Warburg Pincus, one of the world’s largest Private Equity Firms, Arise is the work-from-home pioneer and now the CX Transformation trailblazer. We are changing the way the world WORKS with every major brand that we support. Come be a part of the revolution as a regular-full-time employee of Arise Virtual Solutions

Our Core Values:

Relentlessly Pursue Excellence

Empower People & Partners

Make a Difference

No Boundaries

Embrace Possibilities

The Real Time Analyst is responsible for monitoring and reporting schedule adherence in real-time. They work closely with Operations and Workforce Management team (WFM) , calling out non-adherent events to ensure contractual standards are met. Real Time Analysts may also be required to change agent skill associations / or provide historical reporting as needed.

Essential Functions:





* Provide real-time scheduling and call flow support in a multi-client/multi-line of business setting.
* 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
* Coord

📌 Analyst, Real Time Adherence (India)
🏢 Arise Virtual Solutions
📍 India