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Job ID / Title:
Senior Professional - Work Force Management
Job Category:
Workforce Planning
Work Location:
Total Corporate Center

Job Description

Sutherland is seeking a strategic-thinking and analytical person to join us as a Workforce Management Specialist. 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!

Specialists in this role get to: 

  • Set the path to success: Oversee, manage, and track forecasting of monthly and weekly volumes for successful planning 
  • Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations 
  • Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations 
  • 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 
  • Responsible for forecasting volumes, AHT and Shrinkage based on historical data taking in to

    account seasonality and trends.

     Compute optimal staffing using forecasts and other staffing assumptions to support contractual


     Prepare short term and long term staffing projections using optimal staffing plans

     Publish finalized staffing plans every week after discussions with stakeholders and taking in to

    account business dynamics and customer requirements.

     Manage manpower requisitions that come out of the weekly staff plans and track their status

    to ensure timely hiring, training and go live.

     Assist in providing staffing requirements for all new and existing business.


Our most successful candidates will have:

  • Two+ years of workforce management experience in a contact center environment
  • English and Spanish proficiency
  • Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
  • Ability to be customer-oriented in managing communications and issues
  • Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
  • Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a team-player 

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