[Hiring] Senior Manager - Workforce Management @Everise

Role Description

The Senior 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.

• 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.
• Manage all client specific responsibilities.

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 either TCS, IEX or Blue Pumpkin.
• 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.

Company Description

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!