Offer summary

Qualifications:

Minimum 3 years of related work experience in contact center operations and leadership., Experience with training and adult learning concepts is a plus., Excellent interpersonal, oral, and written communication skills are essential., Proficient in Microsoft applications and Google Workspace, with strong organizational skills..

Key responsabilities:

Drive improvements in throughput and KPI achievement for agents in their first 15 days of production.

Coordinate support services and develop enhancement templates for Service Partner agents.

Conduct data analysis and reporting to identify trends and areas of opportunity.

Gather and deliver feedback to the curriculum team based on identified trends and KPI outcomes.

Job description

Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-home service professionals running small call center businesses to companies needing contact center and other business services. Built to scale, Arise makes the way for a superior customer experience for innovative enterprises, from startups to Fortune 500.

Responsibilities

Responsible for driving improvements in throughput and glidepath KPI achievement of agents in first 15 days of production
Coordination of support services for Service Partner agents in first 15 days in production
Develop enhancement templates and tracking documents for support resource activities
Audit and enhance support resources to maximize effectiveness
Data analysis and reporting through strong analytical reports to illustrate trends and areas of opportunities
Participate in call listening sessions on a daily/weekly basis
Develop and implement improvement action plans that can be offered to vendors
Responsible for gathering and delivering feedback to curriculum and instruction team based on trends identified, KPI outcomes and qualitative feedback, creating 360 feedback loop
Responsible for escalation tracking and resolution
Requires little supervision to successfully deliver the core responsibilities
Special projects as assigned by Director, Customer Success
Responsible for other reports, analysis or other duties as assigned
Related duties as required

Qualifications / Expectations

Minimum 3 years related work experience
Contact center operations and leadership experience required
Training and/or adult learning concepts experience is a plus
Ability to facilitate/conduct virtual meetings in a one-on-one and/or group setting
Must possess excellent interpersonal, oral, and written communication skills
Professionalism and the ability to work well with others are extremely important, as well as the ability to maintain confidentiality of information
Proficient in Microsoft applications with a strong emphasis on Word, Excel, Outlook, as well as experience in Google Workspace with an emphasis on Google docs
Excellent organizational skills and an aptitude for detail
Ability to gather and track data, as well as use data to analyze and drive business decisions

Competitive Compensation and Benefits which include:

Medical / Dental / Vision / Flex Spending Benefits through Cigna
401k, Retirement (35% match)
Generous PTO and Holiday Plan! We also offer Volunteer Time Off (VTO)
Tuition Reimbursement ($4K / year)
Great Place to Work - Sun Sentinel 2015, 2016, 2017, 2018, 2019!
Empowerment Squad Activities - Philanthropy/Volunteering, Team Challenges, Fun Events!

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

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