Sutherland is seeking an analytical and dynamic person to join us as a Workforce Management Manager . The WFM Site Lead will coordinate all aspects of workforce planning, scheduling, and real-
time management for the assigned site(s). We are a group of energetic 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!
Managers in this role get to :
Impact the bottom line : Participate in the analysis, evaluation, and implementation of existing and proposed systems and tools used for workforce planning, monitoring and forecasting
Represent the Workforce Department : Participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department
Support the Team : Consult with local managers, project managers, and other key players to define scheduling / forecasting requirements to meet call center metrics and communicate workforce scheduling and intra-
day operations objectives
Set the Path to Success : Implement and maintain intra-day workforce team responsibilities to assist service delivery in achieving desired performance metrics
Take the Lead : Create procedures necessary to successfully monitor daily operations and advise managers on appropriate action steps.
Be the Expert : Act as a resource to provide best practices to assist management in scheduling and workforce planning
Uphold Performance Metrics : Analyze scheduling needs on a weekly basis to ensure adequate phone coverage and compare weekly schedules to workforce management recommendations for accurate implementation
Plan Ahead : Compile and interpret statistical information to calculate and project staffing requirements of department
Our most successful candidates will have :