Senior Workforce 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!

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:

• Develop and implement long-term workforce management strategies to ensure optimal staffing levels.
• Analyze historical data and trends to forecast future staffing needs and adjust plans accordingly
• Lead, mentor, and develop the RTA and Scheduling teams to enhance their skills and performance.
• Foster a collaborative and high-performance culture within the team.
• Oversee real-time monitoring of operations to ensure adherence to schedules and service level agreements (SLAs).
• Implement real-time adjustments to manage unexpected changes in call volume or staffing
• Ensure efficient scheduling of staff to meet operational demands while considering factors like absenteeism, training, and breaks.
• Optimize schedules to balance workload and improve overall efficiency
• Generate and analyze reports on key performance indicators (KPIs) to identify areas for improvement.
• Provide actionable insights and recommendations to senior management based on data analysis

Attributes & Attitude:

• Ability to analyze complex data sets to forecast staffing needs and optimize schedules.
• Proficiency in using WFM software and tools to generate actionable insights
• Strong leadership skills to guide and develop the RTA and Scheduling teams.
• Ability to foster a collaborative and high-performance culture
• Excellent verbal and written communication skills to effectively liaise with various stakeholders.
• Ability to clearly convey complex information and strategies
• Strong problem-solving skills to address real-time operational challenges and improve efficiency.
• Ability to make quick, informed decisions in a fast-paced environment
• Expertise in workforce planning and forecasting to align staffing with business goals.
• Ability to develop and implement long-term strategies for workforce optimization
• Strong understanding of data analysis and reporting techniques.
• Ability to adapt to changing business needs and operational demands.
• Flexibility to manage unexpected changes in call volume or staffing.

Knowledge:

• A bachelor’s degree in business administration, management, statistics, or a related field. Advanced degrees or certifications in workforce management or operations management are a plus
• Extensive experience in workforce management, preferably within a BPO or contact center environment.
• Proven track record of managing real-time operations and scheduling teams, with a focus on healthcare LOB
• Proficiency in WFM software (e.g., IEX, AWS) and other relevant tools.

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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