Offer summary

Qualifications:

Minimum 5 years of Operations Management experience in Contact Center/BPO required., Bachelor’s degree or equivalent combination of education and/or work experience., Strong proficiency in Microsoft applications, especially Excel, with skills in Pivot tables and V-lookups., Excellent interpersonal, oral, and written communication skills are essential..

Key responsibilities:

Manage vendor contract compliance and participate in new vendor implementation.

Ensure Arise achieves and exceeds all client metrics through program analysis and reporting.

Oversee goal setting and monitor program trends, participating in client meetings regularly.

Develop and implement improvement action plans for vendors and handle escalation tracking and resolution.

Job description

Arise Virtual Solutions 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. Innovations in dynamic scheduling can deliver up to 200% intraday flex so Brands can be there for their customers. Highly innovative virtual learning programs keep Brands aware of customers’ needs so they offer new solutions that grow share of wallet and increase revenue. Service Partners select brands they love and deliver empathetic, personal care that creates enduring relationships, keeping Brands essential and growing. Arise is using the most innovative technology in the BPO industry to transform CXM for Brands and their customers.

The Customer Success Manager plays a central role at Arise Virtual Solutions, ensuring that our clients and Service Partners are able to maximize the value they obtain through use of our Platform. Each Customer Success Manager (“CSM”) serves our portfolio of clients by developing an intimate understanding of their business needs and offering subject matter expertise to support them in achieving their contact center objectives.

Additionally, the CSM is responsible for KPI performance, contracts, and vendor relationship management for the hundreds of small independent businesses that provide services to Arise.

** Contact center/BPO experience at a manager level required **

Responsibilities

Managing vendor contract compliance
Participating in new vendor implementation
Ensuring that Arise achieves and exceeds all client metrics
Program analysis and reporting through strong analytical reports to illustrate results and achievement of program metrics
Overseeing goal setting, monitoring of program trends
Participating in client meeting and calibration sessions on a daily/weekly basis
Developing and implementing improvement action plans that can be offered to vendors
Initial point of escalation on the program. Responsible for escalation tracking and resolution
Budget management
Coordinate with the Director, Customer Success to achieve client metrics
Related duties as required
Special projects as assigned by Senior Manager, Customer Success or Director, Customer Success
Responsible for other reports, analysis or other duties as assigned
Works independently to drive client program metrics
Requires little supervision to successfully deliver the core responsibilities

Qualifications

Minimum 5 years related Operations Management work experience in Contact Center/ BPO required.
Knowledge of vendor management
Strong Quality Assurance experience
Bachelor’s degree or equivalent combination of education and/or work experience
24/7 client focus mentality. Flexible with schedule to attend clients’ needs
Ability to facilitate/conduct virtual meetings in a one-on-one and/or group setting
Proficient in Microsoft applications with a strong emphasis on Word, Excel (Pivot tables and V-lookups), Outlook and Microsoft Project.
A self-motivated and proactive team-player, working quickly and accurately under pressure and time constraints, with minimal supervision
Desire to roll-up your sleeves and assist with any project
Extreme attention to detail
Passion for helping people achieve their goals
Data driven decision maker
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

Competitive Compensation and Benefits which include:

Medical / Dental / Vision / Flex Spending Benefits through Cigna
401k, Retirement (40% match)
Flexible Time Off Plan! Take ownership of your time, workload, and results
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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