Senior Manager, Workforce Management

ARISE VIRTUAL SOLUTIONS, INC

1d

About The Position

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.

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

Requirements

• 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

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees