Lead - Scheduler

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 Verint 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.