Real Time Adherence Manager

Florida
Miramar
Position Type
Regular Full-Time

Overview

Come Be Apart

 

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 companies.

 

The Manager, Real Time Adherence is responsible for managing real time service level achievement and staffing adherence for a portfolio of clients.

Responsibilities

  • Develop and manage client relationships with WFM/RTA representatives
  • Build collaborate working relationship and confidence with Client Results teams
  • Tactical management of day-to-day monitoring call, email and chat volume, identifying trends and root causes for variances from forecast and ensuring appropriate actions are taken (urgent service/convenience leave)
  • Provide coaching and feedback to operations leads who monitor real time service levels
  • Conduct analysis and project manage assigned projects
  • 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 for forecasting accuracy
  • Create automated reports on CMS or other similar systems; or using SQL

Qualifications

  • 3-5 years call center Workforce Management experience, preferrably multi-site or multi-client/ brand
  • 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
  • Intermediate or above proficiency in various software applications, such as Microsoft Outlook, Word, Excel, PowerPoint
  • Ability to work independently 
  • 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
  • Automated report creation experience

Success Measures

  • Achievement of service level metrics for each client
  • Achievement of Operations Key metrics
  • Customer satisfaction for internal and external customers

 

Competitive Compensation and Benefits which include

 

  • Health/ Dental/ Vision/ Flex Spending Benefits
  • 401k, Retirement
  • Great PTO and Holiday Plan!
  • Maternity/ Paternity Paid Leave
  • Life and Disability Insurance
  • Tuition Reimbursement
  • Great Place to Work

 

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

Next Steps

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