Job Description

Sutherland is seeking an attentive, experienced and goal-oriented professional to join us as a Manager - WFM . 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!

Resposibilities:

Lead multiple accounts and WFM resources for end to end WFM service including resource planning/Scheduling and RTA while also with following capabilities in individual capacityDevelop and manage a comprehensive resource planning process that effectively balances call volume, staffing levels, and service level goalsCreate and maintain accurate forecasting models that project future call volume and staffing requirements (add-on but not necessary)Generate effective schedules that meet staffing requirements, service level goals, and call volume curveManage real-time service level adherence and provide recommendations for changes in staffing levels as needed, lead the teams of analysts performing same roleUtilize RTA tools to identify call volume trends, identify areas of opportunity for improved efficiency and productivity, and generate actionable insightsDevelop and maintain strong relationships with key stakeholders in the business, including Sutherland Service delivery, HR, and financeManage a team of WFM analysts, providing coaching and feedback to promote professional development and ensure high-quality outputGenerate and maintain a suite of reports that provide visibility into key metrics such as service level, adherence, and productivityContinuously monitor and improve the WFM process to ensure it remains effective and efficient

Requirements:

Bachelor's degree in a relevant field (such as statistics, mathematics, or economics) is preferred or relevant WFM experienceMinimum of 5 years of experience as a WFM professional, with demonstrated success in resource planning, scheduling, and RTAPeople Management experience, including the ability to motivate and develop a team of analysts, resource plannersStrong analytical and problem-solving skills, with the ability to work with large data sets and generate insightsFamiliarity with WFM tools such as Verint, Genesys, or Aspect, IEXExcellent communication skills, with the ability to effectively interact with stakeholders at all levels of the businessStrong project management skills, with the ability to manage multiple priorities and deliverables simultaneouslyMUST have experience in a call center or customer service environment

Qualifications

Requirements:

Bachelor's degree in a relevant field (such as statistics, mathematics, or economics) is preferred or relevant WFM experienceMinimum of 5 years of experience as a WFM professional, with demonstrated success in resource planning, scheduling, and RTAPeople Management experience, including the ability to motivate and develop a team of analysts, resource plannersStrong analytical and problem-solving skills, with the ability to work with large data sets and generate insightsFamiliarity with WFM tools such as Verint, Genesys, or Aspect, IEXExcellent communication skills, with the ability to effectively interact with stakeholders at all levels of the businessStrong project management skills, with the ability to manage multiple priorities and deliverables simultaneouslyMUST have experience in a call center or customer service environment