**Real time Adherence Analyst (Workforce Optimization)** **Permanent** **Remote, USA** Are you passionate about turning data into actionable insights? Do you thrive on using your analytical skills to help teams achieve their goals? If so, we have the perfect opportunity for you! We’re looking for a **Real-Time Adherence Analyst (RTA) to join our Workforce Optimization team.** In this role, you’ll collaborate with Enrolment and Customer Engagement leadership to create templates and ad-hoc reports that provide valuable insights into team performance. You’ll be a key contributor in transforming complex data into clear, actionable solutions that drive success across the organization. **About the Role** As an RTA, you will: + Explore data from multiple sources to identify trends and relationships between variables. + Conduct independent research and collaborate with internal stakeholders to support qualitative strategic projects. + Use advanced Excel techniques, including Macros and formulas, to analyze large datasets and present findings to leaders. + Visualize data through diagrams, graphs, and dashboards to create comprehensible insights. + Involves monitoring and managing the real-time performance of agents to ensure they adhere to their schedules and meet service level agreements (SLAs) + Define and build analytics requirements into core systems to ensure comprehensive metric tracking. + Provide operational data insights to enhance business planning, process improvements, and decision-making. + Create basic to advanced ad hoc reports and PowerPoint presentations for stakeholders. + Assist with automating reporting tools and ensure data quality through audits and validations. + Collaborate with the Analytics team to ensure accurate and high-quality reporting. + Perform multi-layered “What If” scenarios to assess the impact of business changes on volume, staffing, performance, and costs. **What You’ll Bring** We’re looking for a data-driven professional with: + At least 2 years of experience in productivity and efficiency analysis. + Industry experience in Healthcare, Finance, Education, Retail, or Call Center environments (preferred). + Advanced expertise in Microsoft Excel (Macros, advanced formulas, and more). + Experience working with CRMs like Salesforce. + Familiarity with contact centre systems such as Nice InContact, Amazon Connect, or Five9. + Proficiency in Tableau, Power BI, SQL, Python, or JavaScript. + Knowledge of Quality Assurance platforms (e.g., CalabrioOne) and qualitative analysis software (e.g., NVIVO, MXQDA). + Strong skills in working with disparate data sets, data mining, and dashboard creation. + Excellent oral, written, and interpersonal communication skills with the ability to tell compelling stories through data. + Strong organizational and time management skills with a willingness to learn new technologies and methodologies. **Why Join Us?** + Be part of a collaborative and innovative team that supports client-facing departments with insights-driven analysis and tools. + Gain experience working with cross-functional teams and advanced analytics technologies. + Contribute to meaningful projects that improve organizational performance and enhance customer engagement. If you’re ready to leverage your analytical expertise and passion for problem-solving to make a tangible impact, we’d love to hear from you! **Apply today and take the next step in your career as a Real-Time Adherence Analyst!** Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the California, Colorado, Hawaii, Maryland, New York State, New York City, Washington State, and Washington DC laws, the pay range for this position is as follows: The minimum full-time salary range is between $60,000 - $70,000. This position is eligible to participate in an annual incentive program, and information on benefits offered can be found here: 2024-Employee-Benefits-Guide-FINAL.pdf. \#LI-Post #LI-Remote **What to expect from Pearson** Did you know Pearson is one of the 10 most innovative education companies of 2022? At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson. We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive. Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities. To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson. If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com. Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process. **Job:** CUSTOMER SERVICE **Organization:** Virtual Learning **Schedule:** FULL\_TIME **Workplace Type:** **Req ID:** 18172 \#location