Senior Director Workforce Management
2 weeks ago
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 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. Ongoing responsibilities will also focus on long-term operations capacity planning, processes, and tool development to optimize our staffing strategy. This leader will work with various cross-functional teams – Operations, Implementation, Recruitment, Training, Quality to ensure that manpower planning and staffing strategies are aligned to overall Everise objectives and at the same time it is flexible enough to adjust according to the ever-changing environment as the call center strategy continues to evolve. Also, responsible for achieving compliance to WFM operating procedures.
If you've got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
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