Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Position Purpose:
The Manager - Workforce Management is responsible for overall management and direction of the workforce team. Ensures client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly. Monitors service levels and directs real-time forecasting to meet service levels. Provides advice to management on the most efficient and cost effective strategies to deliver on service level agreements.
Job Requirements:
Manages a team of Traffic Analyst and Scheduling Analyst, across all programs and potentially across multiple sites
Work directly with the client and site operations team to build staffing strategies that take into account all possible variables that may affect staffing and call volume projections
Monitor and analyze call patterns, intra- and inter-day activity and make adjustments as needed in real time to ensure optimal productivity and efficiency
Create scheduling matrices that ensure achievement of service level, schedule adherence and other financially impacting goals, using projections and/or historical information
Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency
Prepare and disseminate timely and accurate reports to operations management and clients
Proactively monitor associate calling behaviors, efficiency, and availability and report deficiencies to operations team in real-time
Qualifications:
Bachelor’s degree in Business Management, Finance or a related field preferred
High school diploma or equivalent; 2 years of college preferred
Minimum of 5 years’ experience managing Workforce operations in a Customer Care and/or BPO operation, with client and senior management interaction
Two years’ experience working with call center reporting and metrics required
One year prior experience working with workforce management technologies ideally Aspect
One year prior experience with Avaya or other ACD phone system required
Strong analytical skills and ability to apply those real-time
Proficiency in Microsoft Office Applications including Word & Excel and other relevant software
Excellent problem solving and decision-making skills
Ability to operate effectively in a team environment
Excellent oral and written communication skills and interpersonal skills
Dependability regarding completion of assignments and attendance
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.