Assoc Mgr-WFM Support
Assoc Mgr-WFM Support
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Salary Not Disclosed
1 Vacancy
Job Description
Sutherland is seeking an attentive and goal-oriented person to join us as a Workforce Scheduler. We are a group of driven 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 Scheduler will be responsible for generating schedules for the assigned program/campaign ensuring adherence to serve goals and client requirements.
Key Responsibilities:
- Prepares optimal shift schedules with breaks and generate rosters with minimum understaffing/overstaffing. Generates interval level staffing plans using the forecasts SLAs and other assumptions.
- Generates interval level forecasts for transaction volume AHT and shrinkage with minimum variance with the actual values using prepared historical data
- Plan team activities such as meetings trainings and coaching sessions
- Coordinate with Service Delivery
- Reconcile employees listed in PeopleSoft with available employees for preparting weekly schedules in calibration with anticipated performance
- Demonstrate leadership skills; be able to take the lead in making improvements and resolving issues.
Qualifications :
Our most successful candidates will have:
- At least 2 years of experience as a Scheduler.
- Experience with applications such as CMS Avaya Supervisor / eWFM / IEX
- Strong knowledge of MS Excel
- Good verbal and written communication skills
- Ability to communicate/present with various levels of stakeholders
- Good knowledge of WFM concepts
- Good analytical skills
- Ability to identify and understand trends and patterns
- Knowledge of multi-skill / site / vendor scheduling scenarios with experience of handling omni channel programs would be an advantage.
- High School Diploma / GED (11 years)
- People management skills and experience
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
