Sutherland is seeking an attentive and goal-oriented person to join us as a Workforce Scheduler. 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!
Job Description
The Workforce Scheduler will be responsible for generating schedules for the assigned program/campaign ensuring adherence to serve goals and client requirements.
Key Responsibility Areas:
Prepares optimal shift schedules with breaks and generate rosters with minimum understaffing/overstaffing. Generates interval level staffing plans using the forecasts, SLAs and other assumptions.
Generates interval level forecasts for transaction volume, AHT and shrinkage with minimum variance with the actual values using prepared historical data
Plan team activities such as meetings, trainings, and coaching sessions
Coordinate with Service delivery
Reconcile employees listed in PeopleSoft with available employees for preparing weekly schedules in calibration with anticipated performance
Demonstrate leadership skills; be able to take the lead in making improvements and resolving issues
QualificationsOur most successful candidates will have:
At least two years of experience as a Scheduler
Experience with applications such as CMS Avaya Supervisor/ eWFM /IEX
Strong knowledge of MS-Excel
Good verbal and written communication skills
Ability to communicate / present with various levels of stakeholders
Good knowledge of WFM concepts
Good analytical skills
Knowledge of multi skill / site / vendor scheduling scenarios with experience of handling omni channel programs would be an added advantage
People management skills and experience