ALL OPEN POSITIONS
CAREERS
OPERATIONS
The highly efficient team of operations ensures that all processes are running smoothly and are completed from start to finish. They are responsible for the effective and successful management of labor, productivity, quality control and safety measures. They make sure that the current processes are aligned between the goals and functions of other departments within Rocket Station. Well-seasoned in the art of coordination and management, being part of this department involves planning, organizing, coordinating, and controlling all the resources needed to produce the company’s services.
Division Leader
OPERATIONS
KEY ROLE
The Division leader manages and leads a division covering Senior Operations Managers and their clusters ensuring the development and success of each pair and LOBs. S/he works closely with the Head of Operations and Rocket Station clients in training, monitoring, and motivating the Operations Team. The Division leader should provide support and report to the Head of Operations in making sure that high operational excellence is consistently achieved.
RESPONSIBILITIES
may include but are not limited to
- DL will be in partnership with any SOM/OMs assigned to handle a high VIP client/LOB plus the regular 1on1 partnerships as an additional support. Gaining a deep understanding of our services to inform and propose to the HOO on the next steps towards longevity. Understand both the contractual and client expectations for all assigned client programs to assist in monitoring client activity and attending to any areas requiring development.
- Leading a monthly strategic meeting with their division together with the HOO. Develop strategies for the development of identified staff, while providing ongoing support to overall cluster assignment. Responsible for providing knowledge to his/her division to help the team perform their assigned tasks
- Assigned to handle calibration sessions whether it be client calls or va catch up sessions and provide recommendations.
- Accountable for improving and controlling in achieving the programs/client metrics to ensure client/business needs are met.
- Identify business value when developing ideas with a focus on business continuity and business capability requirements.
- Accountable for improving and controlling in achieving the programs/client metrics to ensure client/business needs are met.
- Engage the Head of Operations on week on week GAR status update and daily sync on current day’s service and staffing. opportunity to mitigate the client alerting the company or possessing any negative issues to ensure business continuity. Communicate team progress through reporting to the Head of Operations.
- Ensure proper reporting is in place to all relevant stakeholders and all clients, ensuring the upkeep of all account details.
- DL will assist in conducting the hiring process for incoming JR OMs in the pool.
- DL will be in charge as the Ops Team POC on CSAT and Coaching Compliance, provide insights and going forward plans and hold SOMs accountable to meet requirements.
- DL together with the OPs POC is in charge of VA and Leadership Scorecard generation and reviewing under performing individuals.
- Administrate the payroll reports and ad hoc tasks that might be assigned.
QUALIFICATIONS
- Must have 3 years of experience as a Senior Operations Manager role or 5 years cumulative as an Operations Leader in a BPO handling US-based voice accounts.
- Successful mentoring or training experience in a sales or customer service environment. (BPO/Home-based) is an advantage.
- Ability to build and maintain strong client relationships
- Strong initiative; ability to work in a fast-paced environment.
- Ability to be highly organized with an emphasis on accuracy and timeliness.
- Ability to organize information and have attention to detail and accurately follow procedures.
- Ability to work with others in a team environment, occasionally under time pressure and on several tasks at the same time.
- Ability to effectively communicate orally and in writing with co-workers, management team, other departments, vendors, and outside agencies, including being sensitive to professional ethics.
- Ability to work in shifting schedules.
- Record of professional behavior and ability to handle confidential information.
- Highly dependable/Good attendance record.
- Demonstrated flexibility and adaptability to change
- Excellent verbal and written English communication skills.
- Must be efficient with MS Office applications and Google Docs.
SYSTEM REQUIREMENTS
- Computer Processor: at least i3 (for both primary and back-up computers)
- Computer Memory/RAM: at least 8.00 GB (for both primary and back-up computers)
- Computer Operating System: at least Windows 10 64-bit
Internet Speed
- Primary Connection: running on a 10 Mbps wired plan
- Back-up Connection: running at least 10 Mbps
Workforce Specialist
OPERATIONS
KEY ROLE
Workforce Management Specialist is responsible for the daily efforts to provide a great client and team member experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives.
RESPONSIBILITIES
may include but are not limited to
- Intra-Day Performance—manage forecast to actual interval needed, in order to meet service levels and efficiency.
- Provides communication on all aspects of performance.
- Determine variances to forecast, AHT/APT and staffing.
- Documents any actions taken or issues impacting performance.
- Queue Monitoring—Monitors site performance to ensure service levels metrics are met and are not negatively impacting other metrics.
- Reviews hold time and availability, request skill changes as appropriate to ensure queues do not jeopardize customers’ satisfaction.
- Requests and analyzes allocation or skill addition throughout the day to determine if service levels goals are in jeopardy.
- Implements escalation procedures when determination is made that the enterprise or specific business segments are in jeopardy.
- Real Time Adherence—Oversees minute by minute contact center queue management.
- Oversees adherence per interval
- Prioritize time sensitive communications.
- Notification of RTA exceptions is required to quickly impact adherence issues.
- Review RTA and continually reassess based on contact center events.
- Monitor performance to ensure service level metrics are not jeopardized due to lack of adherence.
- Identifies improvement opportunities and implements solutions to improve site productivity Queue Management Performs skill changes when thresholds/efficiency/service levels are in jeopardy.
- Analyzes call/email drivers.
- Communicates trends and makes recommendations to resolve volume drivers and current performance in response to forecast variances (high/low).
- Assesses queues and communicates findings to national, technology team and leadership as needed.
- Works with WFM Lead to develop action plans to handle unexpected call surges and/or to manage efficiency during off peak call times.
- Executes plan real time according to the situation.
- Exception Reporting.
- Checks attendance calls and emails.
- Enters exceptions in application.
- Communicates shrinkage outside of forecast.
- Performs other duties as assigned.
QUALIFICATIONS
- 3 years of experience in a similar role.
- Prior workforce management experience including forecasting, staffing, and scheduling, desired.
- Prior call / contact center experience, 3 years minimum
- Required strong and effective oral / written communication skills (communication will be with various levels client organizational structures)
- Excellent presentation skills – High level of proficiency with Excel/Macros/Google Sheets
- Strong mathematical skills.
- Strong analytical skills.
- Ability to multitask.
- Ability to prioritize deliverables.
- Ability to maintain confidential information.
- Working knowledge of any phone systems and software applications related to workforce management.
SYSTEM REQUIREMENTS
- Computer Processor: at least i3 (for both primary and back-up computers)
- Computer Memory/RAM: at least 8.00 GB (for both primary and back-up computers)
- Computer Operating System: at least Windows 10 64-bit
Internet Speed
- Primary Connection: running on a 10 Mbps wired plan
- Back-up Connection: running at least 10 Mbps
Junior Operations Manager
OPERATIONS
KEY ROLE
The Junior Operations Manager manages and leads a team of Virtual assistants ensuring development of the Virtual Assistants in relation to the needs and expectations of the client they are assigned to. The Junior Operations Manager functions as an apprentice to the Operations Manager. S/he serves as a primary level of contact to both VA and Clients who will serve as the face of Rocket Station in making sure that we maximize productivity and ultimately create a profitable business partnership. S/he assists in training, mentoring, coaching, and motivating the VAs to ensure that they are able to perform based on the agreed KPI metrics.
RESPONSIBILITIES
may include but are not limited to
- Understand both the contractual and client expectations for all assigned client programs to assist in monitoring Client/VA Pair activity and attending to any areas requiring development.
- Manage the day-to-day planning, operation and problem-solving of a team of client- Virtual Assistants pairs to meet or exceed required targets.
- Demonstrate the use of behavioral coaching model and deliver feedback to create Virtual Assistant/Trainee Improvement Plan.
- Understand client business model in order to suggest additional VA services to increase efficiency and productivity for client (aka upsell).
- Accountable for improving and controlling in achieving the programs/client metrics by quality monitoring for trainees/VAs communications including calls, chats, emails, and incident records for their team through regular monthly session and as needed
- Facilitate call calibration sessions within the team to help the Virtual Assistants improve performance.
- Facilitate performance appraisal for the team to provide quarterly and annual feedback to the VA.
- Provide skills and refresher training, SME Sessions and development to assigned trainees and VA’s to ensure team performance meets and exceeds client requirements.
- Identify business value when developing ideas with a focus on business continuity and business capability requirements through partnering with clients.
- Address client-VA pair escalations to ensure continuous business partnership with Rocket Station clients.
- Engage the Senior Operations Manager together with the Head of Operations on week over week GAR status update and daily sync on current day’s service and staffing. Ensure that all reports and documents are updated to be able to improve and control performance of the VAs.
- Coordinate with various departments including; development team, HR and Accounting to ensure efficiency and accuracy.
- Alert Head of Operations of any issues, trends or items that need attention at the earliest opportunity to mitigate the client alerting the company or possessing any negative issues.
- Facilitate communication and interaction between various functional departments.
- Review data and proactively look for trends that could lead to process improvements, behavioral trends, operational efficiencies, and improvements in trainee/VA experience.
- Assist management in making decisions about complex issues or patterns of issues.
- Ensure that data is accurate, timely, complete, accessible, and retrievable.
- Provide timely and accurate responses to emails.
- Assist management with on-the-job training of new team members, as requested.
- Maintain confidentiality of sensitive trainee/VA, client, and company data without exception.
- Develop and maintain an understanding of Rocket Station systems, key performance indicators (KPIs) and other systems used to generate and track data, including the equations used to derive specific calculations.
- Be the second level of customer escalation and ensure that best practices are followed.
- Performs additional tasks according to business needs.
QUALIFICATIONS
- Must have 2 years experience as a supervisor in a BPO handling US-based voice accounts.
- Successful mentoring or training experience in a sales or customer service environment. (BPO/Home-based) is an advantage.
- Excellent verbal and written English communication skills.
- Must be efficient with MS Office applications and Google Suite.
- Having sales and US Real Estate background is a plus.
- Strong initiative; ability to work in a fast-paced environment.
- Ability to be highly organized with an emphasis on accuracy and timeliness.
- Ability to organize information and have attention to detail and accurately follow procedures.
- Ability to work with others in a team environment, occasionally under time pressure and on several tasks at the same time.
- Ability to effectively communicate orally and in writing with co-workers, management team, other departments, vendors, and outside agencies, including being sensitive to professional ethics.
- Ability to work in shifting schedules.
- Record of professional behavior and ability to handle confidential information.
- Highly dependable/Good attendance record.
- Demonstrated flexibility and adaptability to change.
SYSTEM REQUIREMENTS
- Computer Processor: at least i5 3rd Generation or higher (for both primary and back-up computers)
- Computer Memory/RAM: at least 8.00 GB (for both primary and back-up computers)
- Computer Operating System: at least Windows 7 64-bit
Internet Speed
- Primary Connection: running on a 10 Mbps wired plan (10mbps and up preferred)
- Back-up Connection: running at least 10 Mbps
Process Document QA
OPERATIONS
KEY ROLE
Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our virtual assistants on calls. The QA will monitor inbound and outbound calls to assess demeanor, compliance, conversation quality, and conformity to company policies and procedures. He/she will assist in developing, creating, and implementing quality processes and procedures; as well as making recommendations for enhancements to training materials as needed. This role will report directly to the Quality Lead with the supervision of the Head of Operations.
RESPONSIBILITIES
may include but are not limited to
Analyses or audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery.
Provides structured and timely recommendations to Quality Lead and Head of Operations based on identified opportunities.
Participates in creating call monitoring formats and quality standards.0
Uses customer service expertise to assess existing practices and procedures for process improvement opportunities within the respective clients being managed.
Performs call monitoring and provides trend data to Quality Lead and Head of Operations
Compile, maintain and track the performance of VAs and Trainees in a Dashboard file
Provides detailed documented feedback to the VA’s supervisor/trainer.
Coordinates and facilitates call calibration sessions within the team.
Attend team meetings and perform administrative functions/reporting
Prepares and analyzes quality reports for management staff review.
Perform other duties as required.
QUALIFICATIONS
Must have at least 2 years of experience as a Quality Assurance Analyst in a BPO company handling call audits and analyzing performance trends
Excellent verbal and written English communication skills.
Must be efficient with MS Office applications and Google Docs.
Skills in complex problem solving, judgment, critical thinking and decision making.
Ability to be highly organized with an emphasis on accuracy and timeliness.
Ability to organize information and have attention to detail and accurately follow procedures.
Ability to work with others in a team environment, occasionally under time pressure and on several tasks at the same time.
SYSTEM REQUIREMENTS
Computer Processor: at least i3 (for both primary and back-up computers)
Computer Memory/RAM: at least 8.00 GB (for both primary and back-up computers)
Computer Operating System: at least Windows 7 64-bit
Internet Speed
Primary Connection: running on a 10 Mbps wired plan (above 10mbps preferred)
Back-up Connection: running at least 10 Mbps
Data Administrative Support
OPERATIONS
KEY ROLE
- This position will be the peacekeepers of our security and data environment.
- This person will provide administrative and security analysis support for the Operations Team.
- Supports the Operations Management in the roll-out of account initiatives by establishing accountability for administrative needs.
- In charge of compliance monitoring.
- Provides administrative assistance to the Head of Operations.
RESPONSIBILITIES
- Primary responsibility is to manage the generation, quality and accuracy of all Ops data.
- Assess the efficiency and accuracy of new data sources and data gathering techniques.
- Secure files and organizes internal reports for easy access and availability
- Define data privacy and protection processes required and implement systems and workflows that enforces security and better automation.
- Conducting policy and compliance audits.
- Updates Operation files and collates team reports for report generation.
- Delivery of Weekly, Monthly & Quarterly Reviews which includes an Accountability Matrix of Operations Team targeting and will culminate in a consistent health check of the entire team.
- Transmits important documents and information and secures confidential records for proper safekeeping.
- Report compliance of each leader to the Head of Ops and share findings and resolution to address risks.
- May act as a BCP for our WF Team
- Any other tasks as administered or assigned by the Heads of Operations.
QUALIFICATIONS
- A Bachelor’s degree in Computer Science, Engineering, or related Science and Math discipline
- Must have at least 2 years work experience a as a Workforce Analyst or Data Analyst
- Ability to adapt in a complex environment, loves challenges, with the will and drive to learn new things on your own.
- Deep understanding of security risks and threats as they relate to the company’s operating environments.
- Has exposure in creating technical documentation for security tools and procedures.
- Monitors the internal control systems to ensure that appropriate access levels are maintained.
- Demonstrate high competency working under pressure and executing multiple global projects at the same time.
- Strong enterprise security understanding.
- Excellent attention to detail;
- Ability to effectively prioritize and execute tasks in a high-pressure environment;
- Experience working in a team-oriented, collaborative environment;
- Advanced to Intermediate analysis and troubleshooting ability.
SYSTEM REQUIREMENTS
- Computer Processor: at least i5 3rd Generation or higher (for both primary and back-up computers)
- Computer Memory/RAM: at least 4.00 GB (for both primary and back-up computers)
- Computer Operating System: at least Windows 10 64-bit
Internet Speed
- Primary Connection: running on a 8 Mbps wired plan (10mbps and up preferred)
- Back-up Connection: running at least 5 Mbps
Operations Quality Analyst
OPERATIONS
KEY ROLE
Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our virtual assistants on calls. The QA will monitor inbound and outbound calls to assess demeanor, compliance, conversation quality, and conformity to company policies and procedures. He/she will assist in developing, creating, and implementing quality processes and procedures; as well as making recommendations for enhancements to training materials as needed. This role will report directly to the Quality Manager with the supervision of the Head of Operations.
RESPONSIBILITIES
- Analyses or audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery.
- Provides structured and timely recommendations to Quality Lead and Head of Operations based on identified opportunities.
- Participates in creating call monitoring formats and quality standards.
- Uses customer service expertise to assess existing practices and procedures for process improvement opportunities within the respective clients being managed.
- Performs call monitoring and provides trend data to Quality Lead and Head of Operations
- Compile, maintain and track the performance of VAs and Trainees in a Dashboard file
- Provides detailed documented feedback to the VA’s supervisor/trainer.
- Coordinates and facilitates call calibration sessions within the team.
- Attend team meetings and perform administrative functions/reporting.
- Prepares and analyzes quality reports for management staff review.
- Perform other duties as required.
QUALIFICATIONS
- Must have at least 2 years of experience as a Quality Assurance Analyst in a BPO company handling call audits and analyzing performance trends.
- At least 1 year in his/her current role (if internal applicant)
- Excellent verbal and written English communication skills.
- Must be efficient with MS Office applications and Google Docs.
- Skills in complex problem solving, judgment, critical thinking and decision making.
- Ability to be highly organized with an emphasis on accuracy and timeliness.
- Ability to organize information and have attention to detail and accurately follow procedures.
- Ability to work with others in a team environment, occasionally under time pressure and on several tasks at the same time.
- Ability to effectively communicate orally and in writing with co-workers, management team, other departments, vendors, and outside agencies, including being sensitive to professional ethics.
- Ability to work in shifting schedules.
SYSTEM REQUIREMENTS
- Computer Processor: at least i5 3rd Generation or higher (for both primary and back-up computers)
- Computer Memory/RAM: at least 4.00 GB (for both primary and back-up computers)
- Computer Operating System: at least Windows 7 64-bit
Internet Speed
- Primary Connection: running on a 8 Mbps wired plan (10mbps and up preferred)
- Back-up Connection: running at least 5 Mbps
Senior Operations Manager
OPERATIONS
KEY ROLE
The Senior Operations Manager oversees and directs a group of Operations Managers while making sure that everyone on his or her team is progressing. She or he closely collaborates with the Division Leadership Team, the Head of Operations, and clients of Rocket Station in order to teach, supervise, and influence the Operations Team in driving key metrics that matter. The SOM trainee participates in overall decision-making as a member of the senior management team and develops strategies to increase the value and cost-effectiveness of all outputs within the functional area of operation. In order to ensure that high operational excellence is continually attained, the Senior Operations Manager is expected to communicate any GAR with utmost urgency with set action plans in place.
RESPONSIBILITIES
- Facilitates holistic coaching sessions and leading JR OMs/OMs along with the client-VA pairs in collaboration with the Head of Operations and Division Leaders.
- Understand both the contractual and client expectations for all assigned client programs to assist in monitoring client activity and attending to any areas requiring development.
- Create plans for the advancement of each Operations Manager assigned while continuing to support the overall cluster assignment.
- Responsible for providing knowledge to his/her assigned VAs/cluster to help the team perform their assigned tasks
- With a focus on business capacity and continuity requirements, identify business value when generating concepts.
- Accountable for improving and controlling in achieving the programs/client metrics to ensure client/business needs are met.
- Engage the Head of Operations on week on week/day by day GAR status update and daily sync on current day’s service and staffing.
- Alert Head of Operations and DL of any issues, trends or items that need attention at the earliest opportunity to mitigate the client alerting the company or possessing any negative issues to ensure business continuity
- Communicate team progress through reporting to the Division Leadership Team and Head of Operations.
- Ensure proper reporting is in place to all relevant stakeholders and all clients, ensuring the upkeep of all account details.
- Administrate the payroll reports and ad hoc tasks that might be assigned.
QUALIFICATIONS
- Internal Applicants must at least have a 1-year tenure in the Leadership Position, specifically in the OM role.
- The Last 6 months of the scorecard is at a Meets Expectation and no FW issued in the past 6 months.
- Must have 2 years of experience as a Senior Operations Manager role or 5 years cumulative as an Operations Leader in a BPO handling US-based voice accounts.
- Successful mentoring or training experience in a sales or customer service environment. (BPO/Home-based) is an advantage.
- Ability to build and maintain strong client relationships
- Strong initiative; ability to work in a fast-paced environment.
- Ability to be highly organized with an emphasis on accuracy and timeliness.
- Ability to organize information and have attention to detail and accurately follow procedures.
- Ability to work with others in a team environment, occasionally under time pressure and on several tasks at the same time.
- Ability to effectively communicate orally and in writing with co-workers, management team, other departments, vendors, and outside agencies, including being sensitive to professional ethics.
- Ability to work in shifting schedules.
- Record of professional behavior and ability to handle confidential information.
- Highly dependable/Good attendance record.
- Demonstrated flexibility and adaptability to change
- Excellent verbal and written English communication skills.
- Must be efficient with MS Office applications and Google Docs.
SYSTEM REQUIREMENTS
- Computer Processor: at least i5 3rd Generation or higher (for both primary and back-up computers)
- Computer Memory/RAM: at least 4.00 GB (for both primary and back-up computers)
- Computer Operating System: at least Windows 7 64-bit
Internet Speed
- Primary Connection: running on a 8 Mbps wired plan (10mbps and up preferred)
- Back-up Connection: running at least 5 Mbps
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