Company Overview Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation.
Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.5 / 5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture.
Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us.
Find a job you’ll love today! Position Purpose : The Assistant - Real Time Analyst is responsible for monitoring and reporting agent schedule adherence in real-time using real-time adherence software and ACD real-time displays.
The Assistant work closely with Operations, calling out non-adherent events through Desk Alerts or walkie-talkies so that non-adherent agents can be directed back toward the phone.
The Assistant also monitor agent calling behaviors in real-time, calling out events such as talk-time or after-call-work time which exceeds defined thresholds.
The Assistant watch real-time campaign statistics across various measures such as service level or staffing interval requirements to ensure we are meeting contractual standards as defined by clients.
The Assistant provide real-time feedback to Work Force Management (WFM) and Operations management on the status of the campaign.
The Assistant may also be required to change agent skill associations on the switch and or provide historical reporting, depending on campaign requirements. Job Requirements :