Lead, Real Time Adherence at ARISE VIRTUAL SOLUTIONS, INC

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:

• WFM Portfolio Manager

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