Sutherland

FullTime

<div><div style="padding: 0; margin: 15px 0 15px 0">Description<div style="padding: 0; margin: 15px 0 15px 0"> Company Description </div> Sutherland is seeking an analytical and dynamic person to join us as a Associate Manager Workforce Management . The WFM Leader will coordinate all aspects of workforce planning, scheduling, and real-time management for the assigned site(s). We are a group of energetic 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! <div style="padding: 0; margin: 15px 0 15px 0"> Job Description </div> The Workforce Management Leader will get to: Impact the bottom line: Participate in the analysis, evaluation, and implementation of existing and proposed systems and tools used for workforce planning, monitoring and forecasting Represent the Workforce Department: Participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department Support the Team: Consult with local managers, project managers, and other key players to define scheduling/forecasting requirements to meet call center metrics and communicate workforce scheduling and intra-day operations objectives Set the Path to Success : Implement and maintain intra-day workforce team responsibilities to assist service delivery in achieving desired performance metrics Take the Lead: Create procedures necessary to successfully monitor daily operations and advise managers on appropriate action steps. Be the Expert : Act as a resource to provide best practices to assist management in scheduling and workforce planning Uphold Performance Metrics: Analyze scheduling needs on a weekly basis to ensure adequate phone coverage and compare weekly schedules to workforce management recommendations for accurate implementation Plan Ahead: Compile and interpret statistical information to calculate and project staffing requirements of department <div style="padding: 0; margin: 15px 0 15px 0"> Qualifications </div><ul style="margin: 15px 0 15px 0; padding: 0 0 0 20px"><li style="margin-bottom: 5px"> 8 or more years of process transformation experience in operations or WFM experience with WFM applications </li><li style="margin-bottom: 5px"> 5 or more years of program management experience </li><li style="margin-bottom: 5px"> Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner </li><li style="margin-bottom: 5px"> Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements </li><li style="margin-bottom: 5px"> Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues </li><li style="margin-bottom: 5px"> Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a team-player </li><li style="margin-bottom: 5px"> Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives </li><li style="margin-bottom: 5px"> Ability to work in MS Office </li><li style="margin-bottom: 5px"> Ability to present in front of large groups of senior leaders in a professional and effective way </li><li style="margin-bottom: 5px"> Ability to identify and address professional development needs and knowledge gaps </li></ul><div style="padding: 0; margin: 15px 0 15px 0"> Additional Information </div> All your information will be kept confidential according to EEO guidelines. </div></div>

Sutherland

Associate Manager - Workforce Management

SALARY RANGE

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