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 (Key Result Areas)
- 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, occupancy, and other financially impacting goals, using projections and/or historical information.
- Conduct regular shift bids to modify schedules to optimize against arrival patterns and trends.
- 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.
Qualifications:
- High school diploma or equivalent; 2 years of college preferred
- A minimum of three years’ workforce forecasting and scheduling experience in a call center environment
- Two years’ experience working with call center reporting and metrics required
- Two years prior experience working with workforce management technologies ideally Nice Incontact IEX latest version.
- 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
Attributes & Attitude
- Analytical skills
- Ability to work under high pressure
- Excellent interpersonal and communication skills
- Problem solving and decision-making skills
- Ability to operate effectively in a team environment
- Integrity and drive
- Energetic and Enthusiastic
- Prompt and fast paced
- Ability to handle the team
- Abel to coach and support team members to excellence
- Able to clearly and concisely articulate data driven results to clients and external stakeholders
- Looking for constant optimization to run at maximum efficiency
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
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
