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.
Our Core Values:
Focus on Customers
Think Big
Do the Right Thing
Create Connections
We are looking for a dynamic Senior WFM Manager that is accountable for a group of Managers, RTAs, RTA Team Leads, Planners & Schedulers in order to deliver standard WFM practices with high performance benchmarks for cluster of clients within CS portfolio.
Position Summary:
- Manage, Mentor & Motivate a group of Managers, RTA’s, RTA Lead, Planners & Schedulers to support cluster of clients within CS portfolio.
- Provides strategic guidance to planning team & ensures capacity outlook is consistently reviewed & projected for a minimum rolling 6 months out & support governance process (This includes having a cadence with CS, CO, Learning, Client on a weekly / fortnightly basis to reconcile demand vs supply & call out risks if any).
- Tactical management of RTA group to meet intraday & daily SLA / Attainment goals which includes ensuring Team follows playbook practices laid out to drive Interval exceptions and Urgent requests as per business requirements.
- Ensure all Team members utilize functional tools and processes available.
- Provide coaching and feedback to team members within based on KPI’s & KRA’s outlined and actual performance review each quarter.
- Build Synergies and take initiatives to partner with internal & external stakeholders to provide value & help improve overall client relationship
- Share idea’s, best practices, creative models to help support service cost balance & improve revenue assurance for the CS portfolio
- Conducts daily/weekly review meetings 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 performance
Qualifications:
- At least 10 years call center Workforce Management prior experience, preferably multi-site or multi-client/brand at a manager/ supervisor level
- Must have managed multiple large clients (range of 1000 + FTE/Headcount Size)
- Flexible work schedule working in US hours and weekend workdays
- Hands-on experience and familiarity with workforce management and ACD systems, (i.e. Avaya, TCS, IEX, Verint, Teleopti etc)
- 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 & work under stringent deadlines
- Expertise in various applications, such as Microsoft Outlook, Word, Excel, PowerPoint
- Process minded; continually focused on ways to improve workforce management processes, systems, and people skillsets.
- Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, accountability, and self-motivation
Success Measures
- Achievement of client contractual Goals & KRA’s
- Achievement of Operations KPI’s as per scorecard defined
- Customer satisfaction for internal and external customers