Arise

Since 1994, Arise Virtual Solutions Inc. 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. Owned by Warburg Pincus, one of the world’s largest Private Equity Firms, Arise is the work-from-home pioneer and now the CX Transformation trailblazer. We are changing the way the world WORKS with every major brand that we support. Come be a part of the revolution as a regular-full-time employee of Arise Virtual Solutions! Our Core Values: Relentlessly Pursue Excellence Empower People & Partners Make a Difference No Boundaries Embrace Possibilities The Real Time Analyst is responsible for monitoring and reporting schedule adherence in real-time. They work closely with Operations and Workforce Management team (WFM), calling out non-adherent events to ensure contractual standards are met. Real Time Analysts may also be required to change agent skill associations / or provide historical reporting as needed. Essential Functions: Provide real-time scheduling and call flow support in a multi-client/multi-line of business environment. Monitor real-time call volume for multiple queues and respond to spikes in high call volumes in relation to low staffing, average customer wait time, and call abandon percentages. Respond to periods of low call volume in relation to high agent staffing using agreed upon measures such as interval exceptions or offline work Provide bi-hourly, daily, weekly, and monthly reporting to ensure that Operations Management has the information necessary to make the appropriate business decisions regarding staffing, training, etc. Act as liaison between Call Center Operations and IT/Telecom relative to call flow issues, call routing issues, CMS reporting issues, and system issues in general according to the established escalation process. Monitor and maintain real-time adherence to ensure compliance with staffing capacities Coordinate with WFM team and other Real Time Analysts to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day. Liase with client Command Centers or Workforce resources regarding intraday performance, system issues, outlier agent performance, and other items as required by client. Work closely with Operations to assist them in enforcing schedule adherence and call time threshold guidelines Inform Operations of same day volume needs with up-to-the-minute daily statistics. Identify call routing anomalies using real-time monitoring software Produce on-demand reports as needed Other duties as assigned Qualifications: High School Diploma/GED At least 1 years of work experience in contact center workforce management required Strong knowledge of workforce management tools (Avaya CMS, IEX, eWFM, Genesis, Blue Pumpkin. (Minimum 1 year work experience) Intermediate level of experience with Google Sheets and MS Excel (i.e. creating spreadsheets, v-lookups, pivot tables, etc.) Proven analytical and problem-solving skills Keen attention to detail and accuracy. Excellent organizational and time-management skills to handle multiple tasks and priorities. Ability to work with little supervision. Excellent computer skills and the ability to navigate through multiple systems without assistance Excellent written and verbal communication skills to effectively interact with colleagues. Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, accountability, and self-motivation. Must be able to work independently as well as thrive in a fast-paced, dynamic, team environment. Process minded; continually focused on ways to improve workforce management processes and effectiveness. Ability to work a flexible schedule, including nights & weekends When smart, creative and passionate people get together, the results are astounding and the opportunities limitless! Achieve your potential at Arise. Show more Show less

Around since 1994, Arise Virtual Solutions Inc. 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. Owned by Warburg Pincus, one of the world’s largest Private Equity Firms, Arise is the work-from-home pioneer and now the CX Transformation trailblazer. We are changing the way the world WORKS with every major brand that we support. Come be a part of the revolution as a regular-full-time employee of Arise Virtual Solutions! Our Core Values: Relentlessly Pursue Excellence Empower People & Partners Make a Difference No Boundaries Embrace Possibilities At Arise, we are looking for a skilled and detail oriented Data Analyst who will play a crucial role in optimizing our strategies through accurate and insightful reporting and analysis. You will be responsible for gathering, analyzing, and interpreting data related metric trends, and producing comprehensive reports that drive actionable insights. Responsibilities Collect and analyze data related to workforce management, including call volumes, service levels, agent performance, and other key metrics. Maintain & publish comprehensive reports at day level, week level, month & quarter level including dashboards that provide a clear understanding of performance and efficiency (metrics like Shrinkage, Attrition, Graduation rate, AHT, Occupancy, Service level etc). Identify trends and patterns in data & provide recommendations for process improvements and optimization both internal & external facing. Collaborate with cross-functional teams to understand business requirements and translate them into meaningful reporting solutions. (Focus on qualitative & actionable reporting) Monitor, track & publish metric comparisons (Budget vs Assumption vs Actual’s). Work with internal WFM poc’s, Customers & Finance in identifying and resolving gaps if any. Perform regular audits to ensure data accuracy and integrity in relation to WFM Department Enterprise Reports, Dashboards, MBR & QBR deck data inputs etc. Continuously analyze and evaluate the effectiveness of workforce management strategies and make recommendations for improvement. (Reduce Cost per Reports @ Arise) & find opportunities to Automate/Transform business reporting. Stay updated on industry best practices in workforce reporting and analytics. Qualifications & Requisites: Proven experience as a Data/Reporting Analyst or in a similar analytical role in BPO for a minimum of 4-5 years Proficiency in data analysis tools and techniques, such as Excel, PowerBI, SQL, and data visualization tools (e.g., Tableau). Hands-on experience and familiarity with workforce management and ACD systems, (i.e. Avaya, TCS, IEX, Verint, Teleopti etc) Strong analytical and problem-solving skills, with keen attention to detail. Excellent verbal & written communication skills, with the ability to present complex data clearly and concisely. Strong understanding of workforce management metrics and reporting needs. Ability to work independently and collaboratively in a fast-paced environment. Excellent time management skills, with the ability to prioritize and meet deadlines. Ability and willingness to work flexible shifts‚ as necessary‚ after hours & weekends if required. Degree in computer, Science or Mathematics, or a related field (Preferred, Not Mandated) Success Measures Achievement on WFM Enterprise reporting tasks (On time & Accuracy) Achievement of KPI’s as per scorecard agreed (Internal / External facing) Customer satisfaction score based on survey / feedback secured. 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 Show more Show less

Since 1994, Arise Virtual Solutions Inc has created a disruptive technology platform that connects the worlds biggest brands with the largest network of gig-economy Service Partners in the BPO industry Owned by Warburg Pincus, one of the worlds largest Private Equity Firms, Arise is the work-from-home pioneer and now the CX Transformation trailblazer We are changing the way the world WORKS with every major brand that we support Come be a part of the revolution as a regular-full-time employee of Arise Virtual Solutions! Our Core Values: Relentlessly Pursue Excellence Empower People & Partners Make a Difference No Boundaries Embrace Possibilities The Real Time Analyst is responsible for monitoring and reporting schedule adherence in real-time They work closely with Operations and Workforce Management team (WFM), calling out non-adherent events to ensure contractual standards are met Real Time Analysts may also be required to change agent skill associations / or provide historical reporting as needed, Essential Functions: Provide real-time scheduling and call flow support in a multi-client/multi-line of business environment, Monitor real-time call volume for multiple queues and respond to spikes in high call volumes in relation to low staffing, average customer wait time, and call abandon percentages, Respond to periods of low call volume in relation to high agent staffing using agreed upon measures such as interval exceptions or offline work Provide bi-hourly, daily, weekly, and monthly reporting to ensure that Operations Management has the information necessary to make the appropriate business decisions regarding staffing, training, etc Act as liaison between Call Center Operations and IT/Telecom relative to call flow issues, call routing issues, CMS reporting issues, and system issues in general according to the established escalation process, Monitor and maintain real-time adherence to ensure compliance with staffing capacities Coordinate with WFM team and other Real Time Analysts to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day, Liase with client Command Centers or Workforce resources regarding intraday performance, system issues, outlier agent performance, and other items as required by client, Work closely with Operations to assist them in enforcing schedule adherence and call time threshold guidelines Inform Operations of same day volume needs with up-to-the-minute daily statistics, Identify call routing anomalies using real-time monitoring software Produce on-demand reports as needed Other duties as assigned Qualifications: High School Diploma/GED At least 1 years of work experience in contact center workforce management required Strong knowledge of workforce management tools (Avaya CMS, IEX, eWFM, Genesis, Blue Pumpkin (Minimum 1 year work experience) Intermediate level of experience with Google Sheets and MS Excel (i-e creating spreadsheets, v-lookups, pivot tables, etc ) Proven analytical and problem-solving skills Keen attention to detail and accuracy, Excellent organizational and time-management skills to handle multiple tasks and priorities, Ability to work with little supervision, Excellent computer skills and the ability to navigate through multiple systems without assistance Excellent written and verbal communication skills to effectively interact with colleagues, Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, accountability, and self-motivation, Must be able to work independently as well as thrive in a fast-paced, dynamic, team environment, Process minded; continually focused on ways to improve workforce management processes and effectiveness, Ability to work a flexible schedule, including nights & weekends When smart, creative and passionate people get together, the results are astounding and the opportunities limitless! Achieve your potential at Arise,

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. Responsibilities •Responsible for driving improvements in throughput and glidepath KPI achievement of agents in first 15 days of production •Coordination of support services for Service Partner agents in first 15 days in production •Develop enhancement templates and tracking documents for support resource activities •Audit and enhance support resources to maximize effectiveness •Data analysis and reporting through strong analytical reports to illustrate trends and areas of opportunities •Participate in call listening sessions on a daily/weekly basis •Develop and implement improvement action plans that can be offered to vendors •Responsible for gathering and delivering feedback to curriculum and instruction team based on trends identified, KPI outcomes and qualitative feedback, creating 360 feedback loop •Responsible for escalation tracking and resolution •Requires little supervision to successfully deliver the core responsibilities •Special projects as assigned by Director, Learning Support •Responsible for other reports, analysis or other duties as assigned •Related duties as required Qualifications / Expectations •Minimum 3 years related work experience •Contact center operations and leadership experience required •Training and/or adult learning concepts experience is a plus •Ability to facilitate/conduct virtual meetings in a one-on-one and/or group setting •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 •Proficient in Microsoft applications with a strong emphasis on Word, Excel, Outlook, as well as experience in Google Workspace with an emphasis on Google docs •Excellent organizational skills and an aptitude for detail •Ability to gather and track data, as well as use data to analyze and drive business decisions Competitive Compensation and Benefits which include: •Medical / Dental / Vision / Flex Spending Benefits through Cigna •401k, Retirement (35% match) •Generous PTO and Holiday Plan! We also offer Volunteer Time Off (VTO) •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

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 Benefits through Cigna Remote working Flexible Time Off Plan! Take ownership of your time, workload, and results 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

Arise was founded on a simple but incredibly powerful mission: To change the way the world works. We continuously deliver powerful solutions and drive differentiated results, while making a positive impact on the world we live in. Recognized as a virtual customer experience management pioneer, Arise has been delivering services in the cloud through a network of tens of thousands of independent, virtual customer service, sales, and technical support providers in the United States, Canada, and Europe. Owned by Warburg Pincus, one of the world’s largest Private Equity Firms, Arise is the work-from-home pioneer connecting the world’s biggest brands to the largest network of gig-economy Service Partners in the BPO industry. Come join our team of trailblazers! Our Core Values: Relentlessly Pursue Excellence Empower People & Partners Make a Difference No Boundaries Embrace Possibilities The Sr. Customer Success Manager will be responsible for ensuring client satisfaction with the Arise platform to enable growth of assigned client relationships. They will also become a trusted advisor and provide thought leadership to ensure that Arise is well positioned as a critical business partner. Responsibilities: •Responsible for operating the client relationship •Primary relationship will be with Vendor Managers running the client program with an expectation to build secondary relationships with Director level client contacts •Responsible for demonstrating how use of the Arise platform will create high-value business results through superior virtual solutions •Responsible for determining compliance to client performance expectations of all vendors that have selected and entered into a contractual agreement to provide service on client program Deliver Excellent Results: •Fully understands the expected financial outcomes of the contract with the client and what actions are required to deliver those outcomes •Anticipates when outcomes will not be met and performs deep analysis of root cause issues on client accounts •Accountable for ensuring Gross Profit margin targets are met •Develops and maintains a detailed Monthly Action Plan •Performs daily reviews of client scorecard performance and takes action to ensure deliver against the client contract •Accountable for running weekly scorecard performance reviews and rolling this up to monthly and quarterly business reviews •Building and maintaining constructive vendor relationships, and facilitate resolution of exceptions to agreed-upon performance •Manage vendor performance to include access to data, costs, cycle time and quality through the establishment of controls, exception reporting, and regular auditing and performance reporting of vendor adherence to key contract terms •Responsible for authoring vendor statements of work, including service level exhibits. •Undertake financial and qualitative analysis and understanding core operations management variables and calculations, with a focus on quality and timeliness of delivery •Drive compliance and quality management •Mentoring and supervising of the Managers, Customer Success •Related duties as required •Special projects as assigned by VPGM, VP or Director, Customer Success Interdependencies: Accountable for ensuring that vendor resources meet qualifications and performance expectations required to deliver contractual results for client •Accountable for ensuring that Learning delivers the correct business outcomes •Accountable for ensuring correct SLAs are being set and met and that •Accountable for ensuring the forecasting process is optimizing both the Client’s and Arise’s outcome •Accountable for ensuring the correct parameters are in place for real time levers such as Urgent Service and Convenience Leave requests to be executed •Accountable for reviewing vendor level metrics and vendor rankings •Collaborates with Business Analytics to evaluate results and prepare for the delivery of the results before any Client meeting is conducted Growth: •Assists business development team in identifying new ways that Arise can garner more business or more applications from the client •Supports the business development team in crafting new programs and value propositions •Performs other duties as assigned Qualifications •Minimum of Bachelor’s degree or equivalent experience •Prior BPO experience required •Ability to work independently in a fast-paced environment •Sales or Account Management experience and Operational experience preferred •Strong negotiating skills •Demonstrated leadership and decision making skills •Experience with contract and vendor management •Deep proficiency with reporting, data and trend analysis is a must •Three years of exempt level managerial experience and managing client relationships •Proficient in MS Office (must be close to expert level with Excel 2007) •This position may require some light travel from time to time •Must have 24/7 client engagement philosophy •Professionalism and the ability to work well with others are extremely important, as well as the ability to maintain confidentiality of information 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

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 The Learning Management Systems Administrator at Arise is responsible for the comprehensive management and oversight of the company's Learning Management System (LMS). This role entails the maintenance and enhancement of the Arise Learning Platform, ensuring its operational effectiveness and relevance to the organization's needs. Key responsibilities include system maintenance, providing user support, organizing content effectively, and implementing certification modules to facilitate employee development. The Administrator is also charged with the ongoing improvement of the learning experience, necessitating collaboration with various internal teams. A critical aspect of this role is to maintain the LMS's functionality and user accessibility, keeping abreast of industry trends and best practices to continually optimize the learning environment. This position plays a vital role in supporting the company’s certification and development initiatives, aligning the LMS with Arise's strategic objectives and ensuring compliance with relevant legal and regulatory standards. Project Management Responsibilities: System Maintenance: Regularly perform updates and maintenance tasks to ensure the smooth operation of the Learning Management System (LMS). Troubleshoot and resolve technical issues promptly to minimize disruptions. User Support: Provide support to users, including troubleshooting user-related issues and responding to inquiries regarding the LMS functionality. Content Organization: Manage and organize learning content within the LMS, ensuring it is structured in a logical and user-friendly manner. Implement content tagging and categorization for easy retrieval. Training Module Implementation: Oversee the implementation of new training modules within the LMS, collaborating with content creators and subject matter experts. Continuous Improvement: Identify areas for improvement in the LMS and propose enhancements to optimize the learning experience. Gather user feedback and analyze data to make informed decisions on system enhancements. Collaboration with Teams: Work closely with cross-functional teams, including content development, IT, and instructional design teams, to align LMS capabilities with project goals. Project Planning and Execution: Develop project plans for LMS-related initiatives, outlining tasks, timelines, and resource requirements. Coordinate project execution, ensuring that milestones are met and projects are delivered on time. Quality Assurance: Conduct regular quality assurance checks on the LMS to ensure that it meets performance and usability standards. Implement testing procedures for new features and updates. Stay Informed on Industry Trends: Stay abreast of industry trends and best practices related to LMS and eLearning technologies. Evaluate new tools and features that could enhance the LMS. Documentation: Maintain comprehensive documentation related to LMS configurations, user guides, and troubleshooting procedures. Report Generation: Develop and generate reports on LMS usage, user engagement, and learning outcomes. Customize reports based on project requirements and key performance indicators (KPIs). Analyze data to provide insights for stakeholders and support decision-making processes. SCORM File Management: Upload, configure, and manage SCORM (Sharable Content Object Reference Model) files within the LMS. Ensure compatibility and seamless integration of SCORM content, troubleshooting any issues that may arise. Collaborate with content creators to facilitate the loading and tracking of SCORM-compliant learning modules. LMS Management: Manage LMS functions, including monitoring course content, approvals, and evaluation processes, ensuring processes are completed within given timeframes. Analyze, identify, and communicate LMS system and business requirements to third-party content vendors, serving as the liaison between Arise and the LMS vendor. Design and run ad hoc and standard reports. Gather course completion data, analyze, and verify compliance metrics for compliance-related initiatives. Troubleshoot user errors and respond to work order tickets promptly. Communicate frequently with global stakeholders, content developers (third-party or internal), and others throughout the development process to ensure seamless delivery of content on the LMS. Qualifications: Educational Background: A bachelor’s degree in Education, Instructional Design, Information Technology, or a related field. In some cases, extensive experience in LMS administration or a related area may substitute for formal education. Experience: 2 to 5 years of experience in managing or administering an LMS, preferably in a call center or similar environment. Experience in e-learning technologies and methodologies. Familiarity with content development and instructional design is beneficial. Technical Skills: Understanding of SCORM and other e-learning standards. Skills in data analysis and report generation. Basic troubleshooting skills in technology and software. Project Management: Ability to manage projects, including planning, executing, monitoring, and closing projects. Experience in coordinating with different teams and managing timelines. Communication Skills: Strong communication and interpersonal skills for interacting with various stakeholders, including content developers, third-party vendors, and global teams. Proficiency in clearly explaining technical concepts to non-technical users. Problem-Solving Skills: Ability to troubleshoot and resolve issues related to the LMS, content, or user experience. Understanding of Learning Principles: Knowledge of adult learning principles and training methodologies. Regulatory Knowledge: Awareness of compliance requirements in a call center environment, if applicable. Team Collaboration: Ability to work collaboratively in a team environment and manage cross-functional projects. Additional Skills: Commitment to diversity and inclusion. Achieve your potential at Arise. Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V.

Since 1994, Arise Virtual Solutions Inc. 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. Owned by Warburg Pincus, one of the world’s largest Private Equity Firms, Arise is the work-from-home pioneer and now the CX Transformation trailblazer. We are changing the way the world WORKS with every major brand that we support. Come be a part of the revolution as a regular-full-time employee of Arise Virtual Solutions! Our Core Values: Relentlessly Pursue Excellence Empower People & Partners Make a Difference No Boundaries Embrace Possibilities Our Operations team at Arise is looking for a Billing Analyst who will report to the Billing Sr. Manager. This position supports the creation and maintenance of Billing, Invoicing, and accounting activities for global operations. This is your opportunity to join this dynamic team and leave your mark on Arise and the booming gig economy. Core Responsibilities: Prepare, compile, and deliver accurate and timely invoice submissions to Accounting. Collaborate with Sr. Customer Success Managers to ensure the accuracy and timeliness of all customer invoices. Run audits as per standard operating procedures for customer invoicing. Identify billing leakage and eliminate in collaboration with the Customer Success team. Provide standard and specialized billing reports on a monthly basis, ensuring accurate presentation of information. Protect the organization's value by keeping information confidential. Assist with special projects as needed. Qualifications: Bachelors with Accounting knowledge required Minimum of 2 years’ experience in a similar role Excellent communication skills, interpersonal skills, and personal accountability to drive excellent results Strong drive for completeness and accounting accuracy Extremely detail-oriented, strong analytical skills Must be highly skilled in the use of Excel Spreadsheets and MS Word Excellent verbal and written communication skills Able to establish and maintain healthy working relationships with people in the course of work Flexibility to work USA shift hours to meet business needs

Since 1994, Arise Virtual Solutions Inc. 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. Owned by Warburg Pincus, one of the world’s largest Private Equity Firms, Arise is the work-from-home pioneer and now the CX Transformation trailblazer. We are changing the way the world WORKS with every major brand that we support. Come be a part of the revolution as a regular-full-time employee of Arise Virtual Solutions! Our Core Values: Relentlessly Pursue Excellence Empower People & Partners Make a Difference No Boundaries Embrace Possibilities The Real Time Analyst is responsible for monitoring and reporting schedule adherence in real-time. They work closely with Operations and Workforce Management team (WFM), calling out non-adherent events to ensure contractual standards are met. Real Time Analysts may also be required to change agent skill associations / or provide historical reporting as needed. Essential Functions: Provide real-time scheduling and call flow support in a multi-client/multi-line of business environment. Monitor real-time call volume for multiple queues and respond to spikes in high call volumes in relation to low staffing, average customer wait time, and call abandon percentages. Respond to periods of low call volume in relation to high agent staffing using agreed upon measures such as interval exceptions or offline work Provide bi-hourly, daily, weekly, and monthly reporting to ensure that Operations Management has the information necessary to make the appropriate business decisions regarding staffing, training, etc. Act as liaison between Call Center Operations and IT/Telecom relative to call flow issues, call routing issues, CMS reporting issues, and system issues in general according to the established escalation process. Monitor and maintain real-time adherence to ensure compliance with staffing capacities Coordinate with WFM team and other Real Time Analysts to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day. Liase with client Command Centers or Workforce resources regarding intraday performance, system issues, outlier agent performance, and other items as required by client. Work closely with Operations to assist them in enforcing schedule adherence and call time threshold guidelines Inform Operations of same day volume needs with up-to-the-minute daily statistics. Identify call routing anomalies using real-time monitoring software Produce on-demand reports as needed Other duties as assigned Qualifications: High School Diploma/GED At least 1 years of work experience in contact center workforce management required Strong knowledge of workforce management tools (Avaya CMS, IEX, eWFM, Genesis, Blue Pumpkin. (Minimum 1 year work experience) Intermediate level of experience with Google Sheets and MS Excel (i.e. creating spreadsheets, v-lookups, pivot tables, etc.) Proven analytical and problem-solving skills Keen attention to detail and accuracy. Excellent organizational and time-management skills to handle multiple tasks and priorities. Ability to work with little supervision. Excellent computer skills and the ability to navigate through multiple systems without assistance Excellent written and verbal communication skills to effectively interact with colleagues. Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, accountability, and self-motivation. Must be able to work independently as well as thrive in a fast-paced, dynamic, team environment. Process minded; continually focused on ways to improve workforce management processes and effectiveness. Ability to work a flexible schedule, including nights & weekends When smart, creative and passionate people get together, the results are astounding and the opportunities limitless! Achieve your potential at Arise.

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 The Client Technology Serivices Support Analyst is responsible for assisting the Technical Account Managers and others in support of technology related to our Clients and Service Partners. Customer Service Excellence - In keeping with our mission for customer satisfaction, all jobs carry with them an overriding responsibility to provide exceptional internal and external customer service in terms of quality, timeliness, and assistance. Commitment to service excellence is expected of all employees as they perform their tasks. Knowledge, Skills, and Abilities Knowledge CX digital landscape. Knowledge of CX digital products like Sanas, Krisp, Callminer, Uniphore, Genesys, Pixiebrix is a plus. Experience with testing solutions. Very organized. Great communication skills, oral and written. Able to adapt and change. Extremely flexible. Prior Admin experience. Knowledge of PC, laptop, and server hardware and computer operating systems including Windows and Linux Knowledge of Microsoft Office products. Skill in customer service and customer relations. Responsibilities, but not limited to these: Interfaces with vendors as needed Generate Client program weekly reports Generate Vendor Monthly reports Coordinated rollout with CS teams Coordinated PC requirement survey Coordinated Headset requirements Review tickets and error reports with Tech Support Testing Own various Admin portals (Activations and Deactivations) Own plan to roll out existing and new clients going forward Qualifications Bachelors degree BPO or Gig economy experience ' Competitive Compensation and Benefits which include: 70% of your Health/Dental/Vision/Flex Spending Benefits paid by Arise 401k 40% match starting on day 1 Tuition Reimbursement of $4,000 each year! Flexible Time Off plan take what you need 9 holidays and 1 Diversity Day Maternity & Paternity Paid Leave Life and Disability Insurance 100% paid by Arise Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V Show more Show less

Since 1994, Arise Virtual Solutions Inc. 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. Owned by Warburg Pincus, one of the world’s largest Private Equity Firms, Arise is the work-from-home pioneer and now the CX Transformation trailblazer. We are changing the way the world WORKS with every major brand that we support. Come be a part of the revolution as a regular-full-time employee of Arise Virtual Solutions! Our Core Values: Relentlessly Pursue Excellenc eEmpower People & Partner sMake a Differenc eNo Boundarie sEmbrace Possibilitie s Our Operations team at Arise is looking for a Billi n g Analy st who will report to th e Billing Sr. Manager . This position supports the creation and maintenance of Billing, Invoicing, and accounting activities for global operations. This is your opportunity to join this dynamic team and leave your mark on Arise and the booming gig econom y. Core Responsibiliti es:Prepare, compile, and deliver accurate and timely invoice submissions to Accounti ng.Collaborate with Sr. Customer Success Managers to ensure the accuracy and timeliness of all customer invoic es.Run audits as per standard operating procedures for customer invoici ng.Identify billing leakage and eliminate in collaboration with the Customer Success te am.Provide standard and specialized billing reports on a monthly basis, ensuring accurate presentation of informati on.Protect the organization's value by keeping information confidenti al.Assist with special projects as need ed. Qualificati ons:Bachelors with Accounting knowledge requ iredMinimum of 2 years’ experience in a similar roleExcellent communication skills, interpersonal skills, and personal accountability to drive excellent res ultsStrong drive for completeness and accounting accu racyExtremely detail-oriented, strong analytical sk illsMust be highly skilled in the use of Excel Spreadsheets and MS WordExcellent verbal and written communication sk illsAble to establish and maintain healthy working relationships with people in the course of workFlexibility to work USA shift hours to meet business n eeds