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Job ID / Title:
Associate Manager - Workforce Management
Job Category:
Project Management
City:
Las Vegas
State:
NV
Work Location:
Sahara Ave

Job Description


Sutherland is seeking an analytical and dynamic person to join us as a Workforce Management Associate Manager. The WFM Program Lead will coordinate all aspects of workforce planning, scheduling, and real-time management for the assigned program. 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

Qualifications

Our most successful candidates will have:

  • Seven or more years of WFM experience with WFM applications; Five or more years of program management experience
  • Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
  • Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
  • Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues
  • Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
  • Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
  • Ability to work in MS Office
  • Ability to present in front of large groups of senior leaders in a professional and effective way
  • Ability to identify and address professional development needs and knowledge gaps
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