Director Of Workforce Management

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 4.5/5 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!

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You will lead a team of WFM experts to help transform our client’s environments by holding a key strategic position in guiding our client’s success with WFM. You will oversee multiple vendors, including a captive team, to support an enterprise-level view and strategy to help drive efficiencies throughout the organization’s footprint. The right candidate will be able to optimize the captive support and help drive vendor alignment, transparency, and efficiencies in how the vendors support the business. A team of 50 WFM professionals will work for you with up to 6 direct reports.

Qualifications

• Lean six sigma experience
• Strategic thinking and problem-solving skills
• Experience managing multiple vendors or working at multi-geo BPOs
• Understand outbound dialer management optimization on throttling volume with dialer management and WFM team collaboration.
• Proven experience in process improvement and department improvements
• Ability to adapt to change and implement quickly based on the overall direction and needs of the company
• Consistently looking for optimization opportunities.
• COPC training
• Understands how to be successful in driving a best-in-class experience for stakeholders while maintaining competitive benchmarked ratio support models aligned to budgetary goals
• Able to adapt to changes in direction quickly and efficiently
• Proficient in using MS Word and PowerPoint. Advanced in Excel
• Supported contact centers with agent HC greater than 5K
• 2 + year’s experience in Pharmacy contact center support and/or the healthcare industry
• Enhance reporting to help define root cause analysis and issue resolution
• Demonstrated leadership skills with emphasis on collaboration, diplomacy, cooperative negotiation, and persuasion required to build cross-functional commitment to deliver intended results
• 4 + years of experience as WFM manager, director or equivalent
• Experience managing end-to-end workforce management, including RTA(GCC), scheduling, demand forecasting, and budgeting
• Expert in multiple contact center technologies like Verint, Aspect, and Genesys.
• Proven tactical skills with the ability to identify, connect and communicate opportunities that achieve objectives
• Excellent communication skills, both verbal and written in English, including the ability to effectively communicate both internally and externally to all parties
• Experience in driving consistent processes across multiple partners
• Experience with WFM as a service is a huge plus

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.