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 Lead - Scheduler is responsible for creating call volume forecasts, calculating staffing requirements, and organizing schedules for contact center operations. The Lead - Scheduler works directly with the operations team and the client to ensure that staffing levels are consistent on a real time basis and meet with business needs.
Job Requirements:
- Creating and Maintaining Schedules: Develop and manage staff schedules to ensure adequate coverage for all shifts. This includes planning for absenteeism, meetings, training, and other activities
- Optimizing Staffing Levels: Analyze workforce data to optimize staffing levels, ensuring that the right number of employees are scheduled to meet operational goals and service level agreements
- Real-Time Adjustments: Monitor real-time production and make necessary adjustments to the schedule based on fluctuations in demand. This helps maintain optimal workforce utilization
- Communication and Coordination: Collaborate with various departments such as Recruiting, Training, and Operations to execute hiring plans and monitor attrition trends. Effective communication ensures that all scheduling needs are met
- Reporting and Analytics: Provide detailed reports and analytics on workforce management metrics. This includes tracking key performance indicators (KPIs) and identifying opportunities for efficiency improvements
Qualifications:
- Educational Background: A bachelor’s degree in business administration, management, or a related field is often preferred
- Experience: Previous experience in workforce management, scheduling, or a related role is crucial. This includes familiarity with WFM software and tools
- Analytical Skills: Strong analytical skills to interpret data, forecast staffing needs, and optimize schedules
- Communication Skills: Excellent verbal and written communication skills to effectively coordinate with different departments and manage team expectations
- Attention to Detail: High attention to detail to ensure accuracy in scheduling and reporting.
- Problem-Solving Abilities: Ability to quickly address and resolve scheduling conflicts and other related issues
- Technical Proficiency: Proficiency in using workforce management systems, scheduling software, and other related applications
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
What We Do
Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services.
As the leading customer experience firm, companies rely on Everise to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages.
At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work.
Join us and become a champion of customer happiness
