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