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.

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