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
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
Skills Required
- Manages a team of Traffic Analysts and Scheduling Analysts across programs and sites
- High school diploma or equivalent
- Bachelor's degree in Business Management, Finance or related field
- Two years of college
- 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 with call center reporting and metrics
- One year experience with workforce management technologies (ideally TCS, IEX or Blue Pumpkin)
- One year experience with Avaya or other ACD phone system
- Strong analytical skills and ability to apply analysis in real-time
- Proficiency in Microsoft Office (Word and 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 and interpersonal skills
- Dependability regarding completion of assignments and attendance
Everise Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Everise and has not been reviewed or approved by Everise.
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Fair & Transparent Compensation — Pay is often described as acceptable to good in aggregate, with compensation appearing more favorable in higher-level corporate or technical roles. Typical frontline pay bands are described as aligned with broader BPO norms, which can make offers feel straightforward to benchmark.
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Flexible Benefits — A broad, big-company benefits menu is presented, including multiple insurance lines, FSAs, and optional supplemental coverages. The availability of add-on options like legal services, pet insurance, and discounts supports a pick-and-choose approach for different needs.
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Wellbeing & Lifestyle Benefits — Services like an Employee Assistance Program and lifestyle-oriented add-ons (e.g., gym discounts, legal plan, pet insurance) are part of the rewards mix. Tuition reimbursement is also positioned as a supportive benefit that can extend value beyond cash compensation.
Everise Insights
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
