Senior Workforce Manager

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.