Specialist

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!

• Add and remove users to the telephony, WFM and other client systems.
• Update skill changes on individuals and large-scale skill changes
• Support callout line by taking calls and checking voice mails for updates and updating WFM systems
• Receive requests from operations regarding coding agents in real-time and future events like PTO, meetings, leaving early, arriving late, temporary schedule changes, coding exceptions for training, etc.
• Reporting as required by internal leadership (i.e., performance reporting, attendance, and adherence reporting, documentation of outages and staffing impacts resulting from these, and any other ad-hoc reporting that may be required)
• Responding to requests, executing requests, documenting completion, and communicating updates timely
• Completing requests and updates with a high degree of accuracy
• Conduct regular reporting intraday showing queue level performance across multiple locations
• Facilitate taking operational requests for schedule alterations and providing approval based on business needs.
• Ensure all company policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc., and any known infractions of any of these corporate policies and procedures are communicated to the proper company Management immediately
• Other duties as assigned by management

Qualifications

• Overall experience of 8 years and at least 2- 3 years in a forecasting and/or planning role
• 2 years of workforce experience in real-time management a must
• Experience adding and removing people from systems preferred
• Must have solid verbal and written communications skills
• Must have flexibility to work during any hours of operation
• High degree of accuracy and timeliness in reporting required
• Proficient in MS Office Suite (Excel, Outlook)
• Strong quantitative and analytical skills
• Experience of one or more years using Genesys/Avaya telephony and Aspect/Verint WFM software
• Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast-paced, shifting-priority environment

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