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Job ID / Title:
Director -WFM
Job Category:
Workforce Planning
City:
Chennai
State:
Tamil Nadu
Work Location:
Velachery

Job Description


Sutherland is seeking a dynamic and strategic-thinking person to join us as a Director - WFM. We are a group of forward-thinking 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!


Responsibilities:

  • Keep management updated: Collaborating with key stakeholders such as Sales Lead; Bid Manager, Solution Architect, Technology, Finance and Delivery teams in providing the right resource estimate.
  • Improve the company: Advise the business units/sales teams on various options available to build customer required staffing model.
  • Keep Sutherland aligned: Complete all required data for internal governance processes and lead the discussion on risk and assumptions, contractual terms and, commitments pertaining to WFM.
  • Strengthen relationships: Liase with internal stakeholders and clients to provide best available solution to business needs

Qualifications

To succeed in this position, you must: 

  • Have strong exposure to resource planning, forecasting & scheduling
  • Exposure to IEX tool, Iroz xtreme scheduling tool, CMS/Avaya (router) to be able to pull reports from avaya
  • Have strong experience in stakeholder management (dealing with pricing, service delivery, WFM internal team, internal stakeholders)
  • Have good understanding of the contractual conditions that impact staffing along with clear understanding of all risks and assumptions, to be able to create risk managed staffing models.
  • Knowledge to provide strategic direction to continuously improve workforce management practices and results
  • Knowledge to advise the pricing team on the achievable agent utilization, FTE  requirement and seat utilization

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