Associate Manager - Workforce Management

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!

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  

• 8 or more years of process transformation experience in operations or WFM experience with WFM applications
• 5 or more years of program management experience
• Strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
• Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
• Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues
• Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
• Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
• Ability to work in MS Office
• Ability to present in front of large groups of senior leaders in a professional and effective way
• Ability to identify and address professional development needs and knowledge gaps

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