Scheduler Lead

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!

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

  • High school diploma or equivalent; 2 years of college preferred
  • A minimum of three years’ workforce forecasting and scheduling experience in a call center environment
  • Two years’ experience working with call center reporting and metrics required
  • One year prior experience working with workforce management technologies ideally either Verint, IEX, Aspect, etc
  • One year prior experience with Avaya or other ACD phone system required
  • Strong analytical skills and ability to apply those real-time
  • Proficiency in Microsoft Office Applications including Word & Excel and other relevant software
  • Excellent problem solving and decision making skills
  • Ability to operate effectively in a team environment
  • Excellent oral and written communication skills and interpersonal skills
  • Dependability regarding completion of assignments and attendance
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.

Qualifications:

  • Minimum 5 years call center experience and 2 years WFM/scheduling experience
  • Ability to understand, analyze and report on call center metrics
  • Must demonstrate strong analytical, numerical, and problem solving skills
  • Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be enterprising, diplomatic and proactive in solving problems
  • Excellent verbal and written communication skills and the ability to effectively present information across all levels of the organization
  • 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
  • Must be able to provide leadership and direction to scheduling analysts to drive efficiency and optimize service delivery
  • Proficient in MS Excel and WFM Software utilized by projects being managed (Verint, IEX, Aspect, etc.)
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