Senior Manager - WFM

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 :

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