Dynamic Schedule Enforcer

6 days ago

India beBeeAdherence Full time ₹ 67,89,010 - ₹ 87,96,373
Real-Time Adherence Analyst Role

As a Real-Time Adherence Analyst, you will play a pivotal role in monitoring and reporting schedule adherence in real-time. Working closely with Operations and Workforce Management teams, you will ensure contractual standards are met by identifying non-adherent events and taking corrective action.

  • Provide real-time scheduling and call flow support in a multi-client environment.
  • Monitor real-time call volume for multiple queues and respond to spikes in high call volumes relative to low staffing, average customer wait time, and call abandon percentages.
  • Respond to periods of low call volume relative to high agent staffing using agreed-upon measures such as interval exceptions or offline work.

You will act as a liaison between Call Center Operations and IT Telecom relative to call flow issues, call routing issues, CMS reporting issues, and system issues in general. You will monitor and maintain real-time adherence to ensure compliance with staffing capacities, coordinate with WFM teams, and ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day.

Key Responsibilities:
  • Provide bi-hourly, daily, weekly, and monthly reporting to ensure that Operations Management has the information necessary to make 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.

The ideal candidate should have a High School Diploma or GED, at least 1 year of work experience in contact center workforce management, strong knowledge of workforce management tools, and intermediate level experience with Google Sheets and MS Excel.

We're looking for individuals who are analytical, problem-solvers, and possess excellent organizational and time-management skills. If you're passionate about providing an exceptional customer experience and thrive in a fast-paced, dynamic team environment, we'd love to hear from you

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