Workforce Management - Assistant 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!

Principle Accountabilities

• Manages a team of Traffic Analysts and Scheduling Analysts, across all programs and potentially across multiple sites
• Work directly with the Manager of WFM 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
• Work with Manager of WFM to create scheduling matrices that ensure achievement of service level, schedule adherence and other financially impacting goals, using projections and/or historical information
• Work with Manager of WFM to 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
  
  

• Bachelor’s degree in Business Management, Finance, or a related field preferred
• High school diploma or equivalent; 2 years of college preferred.
• Minimum of 3 years’ experience working in Workforce Operations in a Customer Care and/or BPO operation, with client and senior management interaction.
• One year prior experience working with workforce management technologies ideally either Verint, IEX, Aspect, etc.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.
• Dependability regarding completion of assignments and attendance.