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 is responsible for driving site efficiency initiatives and promoting best practice sharing globally. This role manages WFM deliverables, handles escalations, engages resources proactively, and delegates workloads effectively. They solve complex customer support issues, anticipate negative service trends, and identify root causes to improve accuracy and productivity.
The position involves a range of problem-solving, from tactical to strategic, using data analysis and judgment. The Senior Manager works autonomously in a demanding, often ambiguous environment, with strong attention to detail and organizational skills.
The Senior Manager will lead and manage a team of WFM Analysts, Planners, and Schedulers, ensuring performance and compliance with WFM procedures. They provide accurate reporting on staffing variances versus requirements and capacity plans, including contingencies. Shared resources supporting the Command Center must attend functional meetings, complete Train-the-Workforce sessions, and meet Workforce Analyst requirements.
Principle Accountabilities (Key Result Areas)
- Responsible for supporting a team of Planners/Schedulers/Leads/RTA analysts/MIS
- Responsible for the team's defined objectives as provided by internal leadership
- Act as the WFM point of contact for assigned Project/Center as it applies to Planning & Delivery related functions
- Monitor hourly Intraday reports to reflect projected and actual agent staffing levels against staffing requirements for demand type(s) and other breakout views as defined by Clients.
- Co-ordinate and collaborate with WFM team and Stakeholders to ensure quality delivery within the workforce management and scheduling environment
- Participate in functions/meetings as required
- Identifying areas of opportunity and implementing innovative Realtime solutions to maximize efficiency
- Implement and perform audits to ensure accuracy in all processes and deliverables
- Performs other related duties and assignments as required and as assigned by WFM leadership
- Thrives as a team player in a fast-paced, high-energy, change-oriented environment
- Ensure all company policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc., and any known infractions of any of these corporate policies and procedures are communicated to the proper company Management immediately
- Participate in and lead meetings with internal and external stakeholders as required to manage staffing plans and performance
Attributes & Attitude
- Thrives in a fast-paced, dynamic, and change-oriented environment.
- Takes initiative to identify issues and implement solutions proactively.
- Leads and motivates teams while collaborating effectively across functions.
- Demonstrates strong analytical and problem-solving skills to guide decisions.
- Maintains accuracy and attention to detail in all processes and reporting.
- Adapts quickly to changing situations and client needs.
Knowledge
- Atleast 6-8 years Workforce Management experience within a BPO/Call Center environment
- 12 years of experience in a Senior Manager or equivalent leadership capacity
- Strong knowledge in cross-functional and enterprise-wide business processes; able to work effectively at all organizational levels.
- Demonstrated understanding of WFM concepts including demand forecasting, headcount capacity planning, and scheduling.
- Ability to understand, analyze, and report on call center metrics.
- Strong analytical, numerical, and problem-solving skills; enterprising, diplomatic, and proactive in resolving issues.
- Validated experience managing multiple projects and change initiatives across departments and functions.
- Proven ability to synthesize quantitative data into actionable recommendations with a consulting mindset.
- Strong leadership skills; able to direct scheduling analysts, drive efficiency, and optimize service delivery.
- Proven stakeholder management experience; able to engage and align internal and external stakeholders effectively.
- Excellent verbal and written communication skills; able to present information clearly at all levels.
- Strong organizational and time management skills; able to prioritize workload, meet deadlines, and manage multiple tasks in a fast-paced environment.
- Proficient in MS Excel and Power BI; able to build dashboards to support business decisions.
- Expert-level knowledge of WFM software including InContact and IEX; experience in Aspect eWFM is an advantage.
- Must be amenable to work US EST hours
