Workforce Management Assistant Manager

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

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

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 with Avaya or other ACD phone system required

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.

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 Assistant 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.

Job Requirements:

• 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