Senior Manager, Workforce Management

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