Analyst, Data at Arise The Company

, , United States -

Full Time

Start Date

Immediate

Expiry Date

18 Jun, 26

Salary

0.0

Posted On

20 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Data Analysis, Reporting, Excel, PowerBI, SQL, Data Visualization, Tableau, Workforce Management, ACD Systems, Problem-Solving, Communication, Time Management, Auditing, Automation, Trend Identification, Process Improvement

Industry

Outsourcing and Offshoring Consulting

Description

Around 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 At Arise, we are looking for a skilled and detail oriented Data Analyst who will play a crucial role in optimizing our strategies through accurate and insightful reporting and analysis. You will be responsible for gathering, analyzing, and interpreting data related metric trends, and producing comprehensive reports that drive actionable insights. Responsibilities * Collect and analyze data related to workforce management, including call volumes, service levels, agent performance, and other key metrics. * Maintain & publish comprehensive reports at day level, week level, month & quarter level including dashboards that provide a clear understanding of performance and efficiency (metrics like Shrinkage, Attrition, Graduation rate, AHT, Occupancy, Service level etc). * Identify trends and patterns in data & provide recommendations for process improvements and optimization both internal & external facing. * Collaborate with cross-functional teams to understand business requirements and translate them into meaningful reporting solutions. (Focus on qualitative & actionable reporting) * Monitor, track & publish metric comparisons (Budget vs Assumption vs Actual’s). Work with internal WFM poc’s, Customers & Finance in identifying and resolving gaps if any. * Perform regular audits to ensure data accuracy and integrity in relation to WFM Department Enterprise Reports, Dashboards, MBR & QBR deck data inputs etc. * Continuously analyze and evaluate the effectiveness of workforce management strategies and make recommendations for improvement. (Reduce Cost per Reports @ Arise) & find opportunities to Automate/Transform business reporting. * Stay updated on industry best practices in workforce reporting and analytics. Qualifications & Requisites: * Proven experience as a Data/Reporting Analyst or in a similar analytical role in BPO for a minimum of 4-5 years * Proficiency in data analysis tools and techniques, such as Excel, PowerBI, SQL, and data visualization tools (e.g., Tableau). * Hands-on experience and familiarity with workforce management and ACD systems, (i.e. Avaya, TCS, IEX, Verint, Teleopti etc) * Strong analytical and problem-solving skills, with keen attention to detail. * Excellent verbal & written communication skills, with the ability to present complex data clearly and concisely. * Strong understanding of workforce management metrics and reporting needs. * Ability to work independently and collaboratively in a fast-paced environment. * Excellent time management skills, with the ability to prioritize and meet deadlines. * Ability and willingness to work flexible shifts‚ as necessary‚ after hours & weekends if required. * Degree in computer, Science or Mathematics, or a related field (Preferred, Not Mandated) Success Measures * Achievement on WFM Enterprise reporting tasks (On time & Accuracy) * Achievement of KPI’s as per scorecard agreed (Internal / External facing) * Customer satisfaction score based on survey / feedback secured. When smart creative and passionate people get together, the results are astounding and the opportunities limitless! Achieve your potential at Arise. Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V

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Responsibilities

The Data Analyst will be responsible for gathering, analyzing, and interpreting data related to metric trends, focusing on workforce management, service levels, and agent performance to produce comprehensive reports and dashboards. This role involves identifying trends, providing recommendations for process improvements, and ensuring data accuracy across various enterprise reports.