https : / / sutherland.taleo.net / careersection / 2 / jobdetail.ftl?job 22003671&lang en
Job Description :
Sutherland is seeking an attentive and goal-oriented person to join us as a Manager Workforce Planning. 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!
KEY AREA RESPONSIBILITIES :
S# Goal Goal Description Geo WFM Vertical WFM 1 Financial E2R% & Be within Budget 20% 20% 2 Team Attrition Less than 15% annualized Attrition 15% 15% 3 eNPS Score WFM Function eNPS Score 10% 10% 4 Performance - WFM Scorecard Meet and Exceed WFM Scorecard Metrics 25% 25% 1.
Staffing (Overstaffing / Understaffing / Accuracy) 2. Shrinkage / Utilization 3. SADH 4. AUX 5. Other Relevant Metrics 5 Digital WFM Enable Digital WFM Portal and other Digital Initiatives 10% 10% 6 WFM Projects Deliver WFM projects / Individual scorecards with measures of success - baseline and exceed 10% 10% 7 Client Escalations Mae's Escalation Tracker Report - Teams with lowest escalation will get the highest scores 10% 10% 100% 100%
Our most successful candidates will have :
At least four years of work experience in a BPO setting.
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)