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Performance Compliance Lead Arise
Overview:Founded in 1997, Arise Virtual Solutions Inc. is the world?s leading provider of virtual business process outsourcing and contact center services for brands seeking to improve business results through their sales and service channels.
Headquartered in Miramar, Florida, Arise has over 270 employees. We customize and deliver high-quality voice, e-mail, chat, and mobile customer service, technical support, and sales through a network of over 26,000 entrepreneurial, self-incorporated home-based Client Support Professionals in the United States, United Kingdom/Ireland and Canada.
Clients gain value through our unmatched combination of superior service and best cost. Through the delivery methodology of Undisputed Top Performance? Arise?s 100 percent virtual model is able to best match Client Support Professional's skills to specific client needs. This allows companies unparalleled flexibility for growth and profitability while improving their customers? satisfaction.
No other company better understands how to bring virtualization to life for premium brands.
The Performance Compliance Lead is responsible for monitoring, scoring and improving the quality, productivity, value, and impact of the enhancement sessions conducted by Performance Facilitators with IBOs for each client.
Independent Business Owner (IBO) are incorporated entities that the Client Support Professional (CSP) own; and through which they can operate their customer interaction services business. CSP?s are Arise business partners not Arise employees.
Responsibilities:
?Ensuring that Arise achieves and exceeds all client metrics (Undisputed Top Performance?)
?Measuring compliance with client quality standards; correlating achievement of performance metrics, and diagnosing appropriate remedy
?Produce strong analytical reports and analysis to illustrate Performance Compliance Team results and achievement of client performance metrics
?Oversee goal setting, monitoring of performance trends
?Participate in client meeting and calibration sessions on a daily/weekly basis
?Develop and implement action plans to improve and achieve results
?Compile and review reports tracking the quality
?Manage the Performance Compliance Lead budget
?Identify IBOs out of compliance with SOW performance goals and coordinate with IBO
?Monitor IBO compliance with SOW terms
?Coordinate with Client Results Director to achieve client metrics through performance enhancement
?Responsible for other reports, analysis or other duties as assigned
Qualifications:
?Minimum 3 years related work experience
?Strong Quality Assurance experience in Call Center Operations
?Bachelor?s degree or equivalent combination of education and/or work experience
?Ability to teach and motivate others
?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, Outlook and Microsoft Project
?Excellent organizational skills and an aptitude for detail
?Must possess excellent interpersonal, oral, and written communication skills.
Competitive Compensation and Benefits which include:
?Health/ Dental/ Vision/ Flex Spending Benefits
?401k, Retirement
?Great PTO and Holiday Plan!
?Maternity/ Paternity Paid Leave
?Life and Disability Insurance
?Tuition Reimbursement
?Great Place to Work
| Location: | 3450 Lakeside Drive Suite 620 Miramar, FL 33027 United States |
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Arise
All Jobs: at Arise| Web Site: | www.arise.com |
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| Headquarters: | 3450 Lakeside Drive Suite 620 Miramar, FL 33027 United States |
| Industry: | IT Services |
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