Performance Compliance Lead (Call Center Leadership) Arise
Arise Virtual Solutions is a work-at-home business process outsourcing company that uniquely blends crowdsourcing innovation, virtual technology and operational efficiencies to deliver better results. Recognized as a work-at-home call center pioneer, Arise has been delivering services in the cloud for over 15 years through its network of over 25,000 independent work-at-home customer service, sales and technical support providers in the United States, Canada, the United Kingdom and Ireland. Arise provides flexible and cost-effective customer contact, business processing, e-learning and consulting solutions to premium brands around the world, including many Fortune 150 and 500 companies.
To learn more about No Boundaries, Better Results? and how Arise Virtual Solutions can help you, please visit www.arise.com.
The Performance Compliance Lead is responsible for quality, contract management and vendor relationship management for the hundreds of small independent business that provide services to Arise.
Managing vendor (business partnered to take the calls) contract compliance.
Participating in new vendor implementation
Ensuring that Arise achieves and exceeds all client metrics (Undisputed Top Performance?)
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 Manage the Performance Compliance Lead budget
Coordinate with Client Results Director to achieve client metrics
Related duties as required
Special projects as assigned by Client Results Director or Client Results Manager
Responsible for other reports, analysis or other duties as assigned
Minimum 3 years related work experience
Knowledge of vendor management
Strong Quality Assurance experience
Bachelor?s degree or equivalent combination of education and/or work experience
Ability to facilitate/conduct virtual meetings in a one-on-one and/or group setting
Proficient in Microsoft applications, Intermediate to advanced in Excel.
Excellent organizational skills and an aptitude for detail
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:
?Health/ Dental/ Vision/ Flex Spending Benefits
?Great PTO and Holiday Plan!
?Maternity/ Paternity Paid Leave
?Life and Disability Insurance
?Great Place to Work
When smart creative and passionate people get together, the results are astounding and the opportunities limitless.
Achieve your potential at Arise.
||3450 Lakeside Drive |
Miramar, FL 33027