Lead, Real Time Adherence

ARISE VIRTUAL SOLUTIONS, INC

About The Position

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.

Requirements

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

Responsibilities

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.