Browse Jobs
For Companies
Log inGet Started
Sutherland logo

Associate Manager - Workforce Planning

Sutherland
Alexandria, Egypt
Posted 7 years ago
41Applicants for1 open position
  • 22Viewed
  • 8In Consideration
  • 14Not Selected
Search other opportunities

Job Details

Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:

Skills And Tools:

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.

Similar Jobs

Search other opportunities
JobsOperations/ManagementAssociate Manager - Workforce Planning