Jump Start Analyst

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