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Job ID / Title:
Job Category:
Program Management
Navi Mumbai
Work Location:
Airoli 2

Job Description

Sutherland is seeking a strategic-thinking and analytical person to join us as Senior Associate - WFM. We are a group of hard-working and forward-thinking 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!


  •  Influence the lives of others: Develop, train, and manage team members
  • ·Take the lead: Develop an internal future managerial pipeline to fulfill quality and adequate talent needs
  • ·Set the path to success: Oversee, manage, and track forecasting of monthly and weekly volumes for successful planning
  • ·Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations
  • ·Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations


Education Requirements: Graduate - Preferably Mathematics, Statistics background

Experience Requirements: 2+ years of work experience in a Call Centre; minimum 6 months experience in WFM function; Preferably reporting Analyst or Workforce Analyst


To succeed in this position, you must:


  • Be willing to work in Night shifts
  • Have basic knowledge of WFM concepts
  • Be able to work in a fast-paced environment
  • Have good Aptitude Strong knowledge in MS-Excel
  • Have knowledge of Call Centre application data flow
  • Be customer-oriented in managing communications and issues
  • Have good understanding of office workflow -  mails, policy adherence etc.
  • Have demonstrated leadership skills; be able to take the lead in making improvements and resolving issues
  • Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
  • Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
  • Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
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