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 capacity
- Develop and manage a comprehensive resource planning process that effectively balances call volume, staffing levels, and service level goals
- Create 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 curve
- Manage real-time service level adherence and provide recommendations for changes in staffing levels as needed, lead the teams of analysts performing same role
- Utilize RTA tools to identify call volume trends, identify areas of opportunity for improved efficiency and productivity, and generate actionable insights
- Develop and maintain strong relationships with key stakeholders in the business, including Sutherland Service delivery, HR, and finance
- Manage a team of WFM analysts, providing coaching and feedback to promote professional development and ensure high-quality output
- Generate and maintain a suite of reports that provide visibility into key metrics such as service level, adherence, and productivity
- Continuously 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 experience
- Minimum of 5 years of experience as a WFM professional, with demonstrated success in resource planning, scheduling, and RTA
- People Management experience, including the ability to motivate and develop a team of analysts, resource planners
- Strong analytical and problem-solving skills, with the ability to work with large data sets and generate insights
- Familiarity with WFM tools such as Verint, Genesys, or Aspect, IEX
- Excellent communication skills, with the ability to effectively interact with stakeholders at all levels of the business
- Strong project management skills, with the ability to manage multiple priorities and deliverables simultaneously
- MUST 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 experience
- Minimum of 5 years of experience as a WFM professional, with demonstrated success in resource planning, scheduling, and RTA
- People Management experience, including the ability to motivate and develop a team of analysts, resource planners
- Strong analytical and problem-solving skills, with the ability to work with large data sets and generate insights
- Familiarity with WFM tools such as Verint, Genesys, or Aspect, IEX
- Excellent communication skills, with the ability to effectively interact with stakeholders at all levels of the business
- Strong project management skills, with the ability to manage multiple priorities and deliverables simultaneously
- MUST have experience in a call center or customer service environment
