Offer summary

Qualifications:

Bachelor's degree in Business Management, Finance, or a related field is preferred., Minimum of 5 years of experience managing Workforce Operations in a Customer Care or BPO environment., At least 2 years of experience working with call center reporting and metrics., Experience with workforce management technologies like TCS, IEX, or Blue Pumpkin, and ACD phone systems such as Avaya..

Key responsibilities:

Manage and direct the workforce team, including Traffic and Scheduling Analysts.

Collaborate with clients and site teams to develop staffing strategies considering various variables.

Monitor call patterns and adjust staffing in real-time to meet service levels.

Create reports and provide insights to management and clients on workforce performance.

Job description

Company Overview

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 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.

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
• 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