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!
Job Requirements:
1. Enhance Reporting & Insights
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Develop real-time dashboards to track agent and team performance
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Standardize weekly/monthly reports for leadership visibility
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Maintain quartile progression tracking to identify performance gaps
2. Target Setting & Performance Management:
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Define clear and data-backed target for teams
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Establish predictive analytics models to forecast performance trends
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Improve agent coaching strategies based on data insights
3. Penalty Reduction & Compliance Monitoring :
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Identify root cause of penalties and provide actionable solutions
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Track adherence and compliance metrics to ensure SLAs are met
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Implement early warning systems to prevent breaches
4. Operational Optimization & Cost Savings
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Streamline manual reporting processes and automate key reports
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Provide staffing and shrinkage analysis to optimize operational planning
Qualifications:
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Experience developing workflows in different systems
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Experience with ticket management
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Experience writing and managing user/client interface
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Ability to facilitate user acceptance testing with a client
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Understand full cycle development and the importance of traceability from requirements through testing
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Bachelor's degree in information systems, engineering, computer science, business, finance or other related disciplines
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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What We Do
Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services.
As the leading customer experience firm, companies rely on Everise to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages.
At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work.
Join us and become a champion of customer happiness
