Sr. Manager - Workforce Management

Company Description

Sutherland is seeking an analytical and dynamic person to join us as a Sr. 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! 

Job Description

The Sr. Manager - Workforce Management 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  

Qualifications

Qualifications:

• Eight 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

Additional Information

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all 
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the reque