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!
Senior Director Workforce Management
Position Purpose
The Senior Director - Workforce Management will be responsible for building, managing, and owning workforce management strategy, processes, development, and execution of high Customer Service levels while ensuring efficient utilization of resources.
Principle Accountabilities (Key Result Areas)
- Focus on long-term operations capacity planning, processes, and tool development to optimize staffing strategy and meet organizational goals.
- Work with various cross-functional teams Operations, Implementation, Recruitment, Training, Quality to ensure manpower planning and staffing strategies align with Everise objectives while remaining adaptable to an evolving call center strategy.
- Ensure compliance with WFM operating procedures and establish governance frameworks for consistent execution.
- Develop and implement workforce management processes to drive resource efficiency and high levels of customer service.
- Monitor and evaluate WFM performance metrics, providing insights and recommendations for continuous improvement.
Attributes & Attitude
- Strategic and analytical mindset with a focus on problem-solving and innovation.
- Strong leadership and interpersonal skills to foster collaboration and drive results.
- Adaptability to change in dynamic environments with a forward-thinking approach.
- Commitment to continuous improvement and excellence in execution.
Knowledge
- 8+ years of experience in Workforce Management, including at least 4 years in a senior leadership role.
- Proven expertise in managing WFM processes for large-scale contact centers with over 5,000 agents.
- Experience in cross-functional collaboration and managing multi-geo BPOs.
- Advanced proficiency in contact center technologies such as Verint, Aspect, and Genesys.
- Comprehensive knowledge of WFM processes, including Real-Time Adherence (RTA), scheduling, demand forecasting, and budgeting.
- Demonstrated ability to lead and develop high-performing teams.
- Exceptional communication skills, with the ability to engage and align diverse stakeholders.
- Advanced proficiency in Excel and other data analysis tools.
- Familiarity with compliance standards and governance in WFM practices.
If you've got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
