Job 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