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Job Description
- Sutherland is seeking an analytical and dynamic person to join us as an Associate Manager – Workforce Planning.
- 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!
Associate Manager – Workforce Planning in this role get to:
- 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.
- Take the lead: Create procedures necessary to successfully monitor daily operations and advise managers on appropriate action steps.
- 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.
- Be the expert: Study historical trends and actual shrinkages to change & adapt scheduling plans; Ensure scheduling efficiency.
- Extend support: Plan team activities such as meetings, training, and coaching sessions.
- Strengthen relationships: Participate in team calls to understand the project objective, seek relevant clarifications and respond appropriately to client queries.
Job Requirements
Our most successful candidates will have:
- +2 years of process transformation experience in operations and WFM experience with WFM applications.
- 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.
- Professional user of MS Office (Expert level in Excel).
- 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.
- Very good English Level.