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!
Responsibilities: Lead multiple accounts and WFM resources for end-to-end WFM service including resource planning, scheduling, and RTA while also 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, leading teams of analysts performing the 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 and 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.
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