Everise

Senior Director – Workforce Management

Everise

full-time

Posted on:

Location Type: Office

Location: Bonifacio • India

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Job Level

Senior

About the role

  • Responsible for building, managing, and owning workforce management strategy
  • Focus on long-term operations capacity planning, processes, and tool development
  • Ensure manpower planning and staffing strategies align with Everise objectives
  • Develop and implement workforce management processes to drive resource efficiency
  • Monitor and evaluate WFM performance metrics, providing insights and recommendations for continuous improvement

Requirements

  • 8+ years of experience in Workforce Management
  • Proven expertise in managing WFM processes for large-scale contact centers with over 5,000 agents
  • Advanced proficiency in contact center technologies such as Verint, Aspect, and Genesys
  • Demonstrated ability to lead and develop high-performing teams
  • Exceptional communication skills, with the ability to engage and align diverse stakeholders
  • Advanced proficiency in Excel and other data analysis tools
  • Familiarity with compliance standards and governance in WFM practices
Benefits
  • Health insurance
  • Flexible work arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
workforce managementcapacity planningstaffing strategiesWFM processesperformance metricsdata analysisExcel
Soft Skills
leadershipteam developmentcommunicationstakeholder engagement