Senior Workforce Manager

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.

Principle Accountabilities:

Responsible for supporting a team of Planners/Schedulers/Leads/RTA analysts/MIS

Responsible for the team’s defined objectives as provided by internal leadership

Act as the WFM point of contact for assigned Project/Center as it applies to Planning & Delivery related functions

Monitor hourly Intraday reports to reflect projected and actual agent staffing levels against staffing requirements for demand type(s) and other breakout views as defined by Clients.

Co-ordinate and collaborate with WFM team and Stakeholders to ensure quality delivery within the workforce management and scheduling environment

Participate in functions/meetings as required

Identifying areas of opportunity and implementing innovative Real time solutions to maximize efficiency

Implement and perform audits to ensure accuracy in all processes and deliverables

Performs other related duties and assignments as required and as assigned by WFM leadership

Thrives as a team player in a fast-paced, high-energy, change-oriented environment

Ensure all company policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc., and any known infractions of any of these corporate policies and procedures are communicated to the proper company Management immediately

Participate in and lead meetings with internal and external stakeholders as required to manage staffing plans and performance

Qualifications:

Minimum 12 years call center experience and 8-10 years WFM experience

Strong knowledge in cross functional and enterprise-wide business process operations. Able to work effectively at all levels in an organization

Ability to understand, analyze and report on call center metrics

Ability to demonstrate and articulate understanding of key workforce management concepts as related to demand forecasting, headcount capacity planning, scheduling.

Must demonstrate strong analytical, numerical, and problem-solving skills

Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be enterprising, diplomatic, and proactive in solving problems

Validated experience providing project and change management for multiple, simultaneous department and cross-functional projects

Demonstrated ability to synthesize quantitative data into easy to understand and meaningful recommendations through a consulting mind set.

Excellent verbal and written communication skills and the ability to effectively present information across all levels of the organization

Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast-paced, shifting-priority environment

Must be able to provide leadership and direction to scheduling analysts to drive efficiency and optimize service delivery

Proficient in MS Excel and Power BI

Build dashboards to help drive business decisions

Bring forecasting techniques to help increase and sustain a high degree of forecast accuracy

Expert level knowledge of workforce management software and tools (Incontact and IEX)

Strong time management skills.

Strong mathematical, analytical, and organizational skills

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.

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