Everise

Financial Planning and Analysis

• Lead the budgeting, forecasting, and long-term planning processes for Contact Center / BPO operations.
• Develop and maintain financial models to analyze revenue, costs, and profitability across clients, sites, and service lines.
• Provide variance analysis, identify key drivers of performance, and recommend actionable insights to leadership.
• Partner with Operations, Workforce Management (WFM), and Business Leaders to align financial plans with staffing and capacity strategies.
• Collaborate with Workforce Management to optimize labor costs and ensure staffing efficiency.
• Evaluate cost structures, pricing strategies, and client profitability to support decision-making.
• Track and analyze key performance indicators (KPIs), including revenue per FTE, cost per call, and utilization rates.
• Support pricing and contract negotiations by modeling different scenarios and assessing financial impact.
• Prepare financial reports and dashboards for senior leadership, providing insights into trends, risks, and opportunities.
• Automate and improve financial reporting processes for increased efficiency and accuracy.
• Conduct ad hoc financial analysis to support strategic initiatives, cost-saving efforts, and business expansion plans.

Manager – FP&A

QA Engineer

• Implement the Program’s Quality Plan and monitor overall activities of the QA team as agreed with Everise and the clients
• Collaborate with Training, Operations and the Client to keep an open line of communication regarding CSR and Program quality specifics
• Develop and execute innovative strategies to ensure CSRs have the necessary skills and competencies to meet client expectations
• Monitor progress of individual team members; recommend performance action plans for members who are not meeting established standards
• Work with program Supervisors and Managers to ensure that all CSRs are meeting agreed quality standards
• Provide guidance as needed to both new hires and less experienced staff
• Attend and contribute to internal and client meetings, calibrations and similar get-togethers to become updated with latest concerns and issues in the department and in the program
• Remain abreast with program and product updates and assist in conducting Training Needs Analysis for continuing education of CSRs and Leaders
• Provide quality trends and make recommendations for up-training and/or skills enhancement to Training and Operations teams
• Perform other duties and responsibilities that maybe assigned from time to time

Lead – Quality Assurance

Recruitment

• Support the Recruiting Team by executing administrative duties
• Perform administrative tasks in support of recruiting efforts
• Assist with screening applicant/resumes, coordinating interviews
• Create postings and run reports out of our Applicant Tracking System
• Coordinate background checks and assist in onboarding new hires

Talent Acquisition Specialist – Fixed-Term

• The Specialist - Quality Assurance is responsible for ensuring that all calls adhere to the quality guidelines as set forth by the client and by Everise.
• The QAR achieves this objective by constantly monitoring the associates’ transactions, scoring these monitors, and providing active personal coaching and feedback to the associates.

Manager – FP&A

Lead – Quality Assurance

Talent Acquisition Specialist – Fixed-Term

Specialist Quality Assurance