Performance Analyst - Outsourcing

| Austin | Remote
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As the leading workforce management solution for the skilled trades, Workrise makes it easier for skilled laborers to find work, and for companies to find in-demand workers. Workrise currently operates in wind, solar, construction, oil and gas, and defense industries. We’re growing, and we’d love to learn what you can add to our team!


Workrise is hiring an Outsourcing Operations Performance Analyst who will be responsible for driving campaign performance across our growing network of outsourcing (BPO) partners. Our ideal candidate for this role will be someone who has experience working cross-functionally with BPO partners, has experience building and leveraging operational dashboards to drive performance, and has a passion for the worker experience.


Why Join us? Our Worker Experience team at Workrise is committed to driving a seamless and efficient worker experience, providing our workers in the skilled trades with the tools, support and advocacy the need to get the hard work done. In order to serve our workers effectively, we’re looking for a candidate who possesses a unique blend of experiences in scale operations management, cross functional leadership and driving transformational change initiatives. Sound like you? Keep reading.

What you’ll be doing:
  • Drive KPI performance across designated BPO partners including SLAs, productivity, quality and CSAT
  • Provide oversight and assistance to ensure the smooth operations of the day to day activities of our growing network of BPO agents and first-level leadership, ensuring they are meeting daily and weekly performance goals.
  • Serve as a trusted strategic partner for our internal cross-functional leaders and leverage their feedback to drive process improvement and drive BPO performance.
  • Responsible for maintaining standard operating procedures (SOPs) and working with our training partner to develop up-skilling training for BPO agents
  • Leverage available data and qualitative observations to identify and resolve program level challenges and process improvement opportunities for the good of the worker experience.
  • Demonstrate an acute knowledge of the customer experience in your field and maintain an understanding of relevant projects in flight which may impact your campaign’s scope of work. 
  • Manage onboarding, offboarding, and ongoing technical support for our BPO vendors
  • Drive optimization of tools and technology (primarily ZenDesk and DialPad) by troubleshooting issues, performing root cause analysis, and making recommendations for improvements.
  • Build dashboards in ZenDesk explore to gather additional insights on BPO performance.
  • Provide support for the resolution of escalated issues and be on call for critical escalations during weekends and holidays.

What you should have:

  • (Preferred) Bachelor’s degree in Business Management or Business Operations;
  • 1+ years experience supporting multi-site contact center operations or multiple BPO vendors;
  • Proven track record of managing relationships, supporting initiatives, working cross-functionally to achieve goals, and building strong functional teams;
  • Understanding or experience with ATS platforms (Bullhorn), GSuite (Gmail, Google Docs), and ticketing systems (Zendesk);
  • Ability to conduct basic analysis through Excel and create data visualizations of the same;
  • Excellent communication skills, able to flex between entry level & senior leadership audiences;
  • Highly organized and the ability to support multiple campaigns simultaneously;
  • Comfortable working through ambiguity and leveraging data to find answers;
  • Ability to solve complex problems, handle difficult questions, and navigate multiple deliverables in with limited supervision in a rapidly changing environment;
More than a job:

At Workrise you can feel good about your work and furthering our mission to serve those who do the hard work. We recognize that making an impact matters to you and we believe in providing an environment that fosters that ambition. We welcome you to develop relationships with coworkers by displaying our company values: Own the Mission, Learn and Grow, Solutions Over Ego, and Raise the Bar. In appreciation for your contributions, we support you with various health insurance plan options (including medical, dental, vision), flexible paid time off, and competitive 401k matching. 

As a world-class employer, Workrise is committed to providing an environment where any and all people feel welcome, respected, and free to be their authentic selves. We welcome applicants of all gender identities, sexual orientation, educational background, religion, ethnicities, veteran status, and citizenships. We’d love to learn what you can add to our team!


Who we are:

In 2014, we set out to create a better way to get work done in the oil & gas industry. The goal — to build the most reliable and cost-effective workforce solution, using technology to make it easier to manage and deploy workers at scale. And while our commitment hasn’t changed, our business has. What started in oil & gas has grown to include construction, wind, solar, and defense. So we believe it’s time our company’s name reflects that evolution. We’re excited to announce that RigUp is now Workrise— a full-stack workforce provider, powered by technology specifically built for the diverse industries we serve.


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Technology we use

  • Engineering
    • JavascriptLanguages
    • PythonLanguages
    • ReduxLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • TensorFlowFrameworks

Location

Workrise is located in downtown Austin right next to Lady Bird Lake. We're close to a ton of restaurants, coffee shops, bars, and trails.

An Insider's view of Workrise

What’s the vibe like in the office?

High Energy. Everyone is fully on-board with the common goal of “putting people to work”. Here at Workrise not only are we striving to become advocates for their betterment but become that platform that will galvanize the worker to build and power our society. We have a ton of work to do, but we also have a true sense of ownership.

Gus

Data Engineering Manager

How do you collaborate with other teams in the company?

At Workrise, we foster collaborative culture through open communication and open-mindedness. We collaborate with other teams by understanding each other's needs and the common goals we are trying to achieve together.

Ravanpreet

Engineering Manager

How does the company support your career growth?

When I first joined Workrise I had a bucket list of skills I wanted to build at my new career opportunity. In just three months, Workrise gave me the strength and support to blow that list out of the water! I am so excited to continue learning, growing, and getting hard work done!

Alyssa

Product Designer

What is your vision for the company?

Workrise is on a mission to empower the people who get hard work done — with an ambitious vision of putting 1 million skilled tradespeople to work by 2030. We're building a better way to work, by giving workers access to more opportunities and helping companies find the right people for the right job.

Xuan

CEO

What are some things you learned at the company?

Collaboration! It has been critical to work alongside my colleagues and partners here in order to be successful. I have learned how to collaborate and partner with amazing folks from every part of the business, which has been amazing for my own personal exposure and development.

Ron

Technical Recruiter

What are Workrise Perks + Benefits

Workrise Benefits Overview

At Workrise you can feel good about your work and furthering our mission to serve those who do the hard work. We recognize that making an impact matters to you and we believe in providing an environment that fosters that ambition. We welcome you to develop relationships with coworkers by displaying our company values: Own the Mission, Learn and Grow, Solutions Over Ego, and Raise the Bar. In appreciation for your contributions, we support you with various health insurance plan options (including medical, dental, vision), flexible paid time off, and competitive 401k matching.

As a world-class employer, Workrise is committed to providing an environment where any and all people feel welcome, respected, and free to be their authentic selves. We welcome applicants of all gender identities, sexual orientation, educational background, religion, ethnicities, veteran status, and citizenship. We’d love to learn what you can add to our team!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Customized development tracks
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