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 Real Time Adherence - Lead that is responsible for supervising & mentoring a team of RTA’s in order to achieve desired goals for a cluster of clients.
Role/Job Description:
- Supervise & mentor Team of RTA’s assigned for a client or cluster of clients in portfolio
- Build Synergies & working relationships with internal customer success Team + Client
- Tactical management of intraday & daily SLA performance which includes monitoring volume flows, staffing levels across contact types (voice & non voice), identifying trends and root causes for variances from plan and ensuring appropriate actions are taken by RTA’s (urgent service & Interval Exceptions)
- Provide insights to Customer Success Managers / Directors & PF’s on efficiency opportunities related to CSP performance. (Adherence issues, High Shrinkage etc)
- Coordinates with Forecasting team to be aware of events that might affect service level and proactively plans tactics to maintain intraday staffing
- Conducts daily meeting to reconcile service level results versus expectations and ensure corrective measure are taken to prevent non-compliance
- Maintains documentation of root causes of service level disruption or Staffing gaps
- Supports RTA Team in coordinating with internal IT & Clients for Outage escalations.
Reports to:
Qualifications & Requisites:
- 3-5 years call center Workforce Management experience, preferably multi-site or multi-client/brand as a Senior Real Time Analyst or RTA Supervisor.
- Flexible work schedule working Noon to 9PM and weekend days
- Hands-on experience and familiarity with workforce management and ACD systems, (i.e. Avaya, TCS, IEX, Pipkins)
- Proven analytical and problem-solving skills with attention to detail and accuracy
- Superior verbal, written and interpersonal communication skills
- Experience working in a dynamic environment with proven abilities to make real-time decisions based on ever changing needs
- Ability to manage multiple projects simultaneously and work under stringent deadlines (work independently and meet deadlines)
- Proficiency in using applications such as Microsoft Outlook, Word, Excel, PowerPoint
- Process minded; continually focused on ways to improve workforce management processes and effectiveness
- Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, accountability, and self-motivation
Success Measures
- Achievement of service level metrics for each client
- Achievement of individual KPI’s as per Scorecard defined
- Customer satisfaction for internal and external customers
Competitive Compensation and Benefits which include:
- Joining a diverse group of awesome individuals Making a Difference every day
- ~70% of your Health/ Dental/ Vision/ Flex Spending Benefits paid by Arise
- 401k – 40% match starting on day 1
- Tuition Reimbursement of $4,000 each year!
- Generous PTO Plan starting from day 1
- Work hard AND have FUN! We play a lot at Arise.
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
