Senior Manager - WFM

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results.

Key Responsibilities:

• Workforce Planning & Strategy: Develop and execute workforce management strategies to meet both short-term and long-term business goals, ensuring the right number of staff are available to meet operational demands.
• Forecasting & Scheduling: Lead efforts in demand forecasting, scheduling, and resource allocation based on business volume, seasonality, and key performance indicators (KPIs).
• Team Leadership: Manage, mentor, and develop a team of workforce planners and analysts. Ensure team members are aligned with business goals and have the necessary resources to perform their duties effectively.
• Operational Efficiency: Continuously evaluate and improve workforce scheduling processes, utilizing data and analytics to optimize staffing levels, reduce labor costs, and improve productivity.
• Data-Driven Decision Making: Use advanced analytics, reporting tools, and historical data to guide staffing decisions, identify trends, and make proactive recommendations to senior leadership.
• Performance Monitoring & Reporting: Monitor key workforce metrics (e.g., absenteeism, overtime, and productivity) and provide actionable insights to leadership. Prepare and present regular reports on workforce performance and capacity.
• Collaboration: Partner with HR, operations, and other business leaders to align workforce strategies with organizational objectives. Ensure seamless communication between departments to meet operational needs.
• Budget & Cost Control: Manage labor budgets and costs, ensuring that staffing decisions align with budgetary constraints while meeting service levels and operational demands.
• Continuous Improvement: Lead continuous improvement initiatives to enhance workforce management processes, leveraging technology, automation, and best practices.
• Compliance & Best Practices: Ensure compliance with labor laws, company policies, and industry regulations related to workforce management. Stay current with industry trends and workforce management best practices.

Skills and Qualifications:

• Education: Bachelor’s degree in Business Administration, Human Resources, Operations Management, or a related field. (Master’s degree preferred)
• Experience: 7+ years of experience in workforce management, including at least 3 years in a leadership role, managing a team.
• Technical Skills: Proficiency with workforce management software (e.g., Kronos, NICE, or similar) and strong Excel skills. Familiarity with data analytics tools (e.g., Tableau, Power BI) is a plus.
• Leadership: Proven ability to lead and develop teams, drive performance, and build cross-functional relationships.
• Analytical Skills: Strong data analysis and problem-solving skills, with the ability to interpret workforce data and translate insights into actionable plans.
• Communication: Excellent verbal and written communication skills with the ability to present complex data in a clear, concise manner to senior leadership and stakeholders.
• Project Management: Strong project management skills with the ability to oversee multiple projects and initiatives simultaneously, ensuring timely and effective execution.
• Adaptability: Ability to adapt to changing business needs and lead the workforce team through periods of change, high demand, and growth.

Graduate with preference in Mathematics

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