Job Description :
Sutherland is seeking an attentive and goal-oriented person to join us as a Resource Planner . We are a group of driven and hard-working individuals.
If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
Professionals in this role get to :
Be responsible for optimal staffing using forecasts and other staffing assumptions to support contractual goals
Our most successful candidates will have :
At least two years of experience as an RTA / Scheduler
Experience with applications such as CMS Avaya Supervisor / eWFM / IEX
Strong knowledge of MS-Excel
Good knowledge of WFM concepts
Basic knowledge on statistical concepts & techniques
Good verbal and written communication skills
Ability to communicate / present with various levels of stakeholders, including external clients
Good analytical skills
Ability to identify and understand forecast patterns due to various factors like seasonality, customer behavior, etc.
Understands financial impact of labor requirement vs. revenue opportunity
Ability to learn and understand financial models
Ability to own and manage end-to-end resource planning activities for the assigned program(s)
Responsible for forecasting volumes, AHT, and Shrinkage based on historical data taking into account seasonality and trends
Computes optimal staffing using forecasts and other staffing assumptions to support contractual goals
Prepares short-term and long-term staffing projections using optimal staffing plans
Publishes finalized staffing plans every week after discussions with stakeholders and taking into account business dynamics and customer requirements
Manages manpower requisitions that come out of the weekly staff plans and track their status to ensure timely hiring, training, and go live
Assists in providing staffing requirements for all new and existing businesses