Real Time Adherence Analyst - Remote

Pearl Interactive Network is sourcing Remote Real Time Adherence Analysts.The Real Time Adherence Analyst (RTA) will monitor and review real-time adherence, ensuring that Call Center Agents are following their scheduled activities. The RTA Analyst will promptly alert management of any deviations or outliers to maintain optimal service levels and operational efficiency.Why choose Pearl Interactive Network?Join Our Team and embrace the winning Pearl Culture which promotes our employee's desires and efforts to serve our consumers, clients, and community. Our values of customer satisfaction, teamwork, a family atmosphere, quality services, respect for each other, transparency, and innovation are what make Pearl, the employer of choice. We take pride in our hiring preference for individuals living in economically challenged areas, persons with disabilities, military spouses, and Veterans.Pearl offers a Competitive Compensation and Benefits package to include:Salary: $45K - $50KMedical, Dental, Vision, and Life InsurancePaid time off, Paid holidays401K eligibilityAdditional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.Operating Hours: 8 am - 11 pm EST, Monday - FridayTechnical Equipment, and Remote Office Requirements:Broadband internet connection with a minimum download speed of 40 Mbps and upload speed of 10 Mbps. No Satellite Connections. Test your network at speed.cloudflare.com to verify before you apply.Ethernet cable access. Wi-Fi-only connectivity is prohibited.Private and secure workspace within your home. Away from noise and distractions.Computer equipment, monitor, and headset provided.Job Duties:Monitor Real-Time Adherence (RTA): Continuously track and analyze agent adherence to scheduled activities in real time using WFM software and tools.Identify and Report Outliers: Quickly identify deviations from scheduled activities and promptly alert management of any outliers or issues impacting service levels.Communicate with Agents: Provide real-time feedback to agents regarding adherence issues and assist them in returning to schedule.Adjust Schedules as Needed: Make necessary adjustments to schedules to address immediate staffing needs and maintain service level agreements (SLAs).Generate Reports: Produce and distribute daily, weekly, and monthly adherence and performance reports to management and relevant stakeholders.Collaborate with Management: Work closely with call center management and team leads to address adherence challenges and develop strategies to improve overall adherence.Analyze Performance Data: Review historical adherence data to identify trends, patterns, and areas for improvement.Support Workforce Management: Assist the WFM team with forecasting, scheduling, and capacity planning as needed.Job Requirements:High school diploma or equivalent required; Bachelor's degree in Business, Statistics, or a related field preferred.Minimum of 1-2 years of experience in a call center environment, focusing on workforce management or real-time adherence.Proficiency in WFM software (e.g., NICE, Verint, Aspect/Alvaria) and strong Microsoft Excel skills.Excellent analytical and problem-solving abilities, with a keen eye for detail.Strong verbal and written communication skills, with the ability to interact effectively with agents and management.Highly organized with the ability to manage multiple tasks and priorities in a fast-paced environment.Physical Requirements:While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear. The employee is regularly required to sit for prolonged periods of time. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus.The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.Background Investigation, Drug Screening, and Skills Assessment RequiredPearl Interactive Network, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.