Assoc Mgr-WFM Support

Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients' customers -- a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible -- instantaneous, relevant, predictive and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design-thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conservational AI techniques with a range of AI-ML enhanced products and cloud-based platforms.

We believe that the best relationships come from trust and value. We call it One Sutherland.

Sutherland is seeking an attentive and goal-oriented person to join us as a Workforce Scheduler. 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!

The Workforce Scheduler will be responsible for generating schedules for the assigned program/campaign ensuring adherence to serve goals and client requirements.

Key Responsibilities:

• Prepares optimal shift schedules with breaks and generate rosters with minimum understaffing/overstaffing. Generates interval level staffing plans using the forecasts, SLAs and other assumptions.
• Generates interval level forecasts for transaction volume, AHT, and shrinkage with minimum variance with the actual values using prepared historical data
• Plan team activities such as meetings, trainings and coaching sessions
• Coordinate with Service Delivery
• Reconcile employees listed in PeopleSoft with available employees for preparting weekly schedules in calibration with anticipated performance
• Demonstrate leadership skills; be able to take the lead in making improvements and resolving issues.

Our most successful candidates will have:

• At least 2 years of experience as a Scheduler.
• Experience with applications such as CMS Avaya Supervisor / eWFM / IEX
• Strong knowledge of MS Excel
• Good verbal and written communication skills
• Ability to communicate/present with various levels of stakeholders
• Good knowledge of WFM concepts
• Good analytical skills
• Ability to identify and understand trends and patterns
• Knowledge of multi-skill / site / vendor scheduling scenarios with experience of handling omni channel programs would be an advantage.
• High School Diploma / GED (+11 years)
• People management skills and experience

All your information will be kept confidential according to EEO guidelines.