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 4.5/5 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!
- Coordinate with internal stakeholders and clients to be able to gather all the relevant data related to forecasting and calculation of program staffing requirements
- Identify multi-channel environments and blend requirements including outbound activities
- Work with internal stakeholders and external vendor partners to present forecasts and requirements in a 5K headcount environment with multiple vendors in multiple geos
- Analyzing resource planning and providing appropriate recommendations proactively
- Designing and maintaining all performance capacity reports and statistics for management
- Ensuring the planning function works towards maximizing revenue and reducing leakages
- Can help and support RTA and Schedule teams’ correct action plans to drive success
- Can identify gaps in a proper IDP plan and support with recommendations
- Service Level, Occupancy, and other core metrics
- Ability to build relationships with partners to support strong relationships
- Engaging with clients / internal customers for additional requirements, if any.
Qualifications:
- Overall experience of 8 years and at least 2- 3 years in a forecasting and/or planning role
- Vendor management experience or working with multi-site/geos for forecasting by allocating volume
- Experience of FTE modelling, simulations, and scenario planning
- Working with budget requirements when creating a forecast
- Experience in building relationships with other data to drive forecasts
- Strong Communicator and decision make
- Hands on experience on Erlang C/scheduling tools (Verint/Aspect preferred).
- Strong attention to detail and sense of professionalism and ability to develop relationships
- Great at written and verbal communications
- Can bring forecasting techniques to our business and implement them with success
- COPC and/or lean six sigma principles preferred
- Highly proficient with excel using vlook up, sum, sum if, and count if statements
- Excel VBA and Macro experience preferred
- COPC certified preferred
- Lean six sigma preferred
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
Top Skills
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
