Sutherland Global Services - Director - Workforce Management

About the job:

About Sutherland:

Sutherland is a process transformation company focused on helping Fortune 1000 companies rethink the way business gets done. Whether transforming your financial processes, applying analytics to customer care, or leveraging experience design to build a customer journey map, we are experts in reengineering process. We design exceptional customer experiences for the digital age.

Sutherland started 38 years ago with the objective of Helping out clients maximize their customer lifetime value and increase their competitive advantage by helping drive productivity and efficiency while delivering measurable results. That strategic mission has remained unchanged. Today, we are a digital transformation company, and our products provide exceptional experiences.

Experience to our clients, their customers, their employees and our employees. We combine the front end customer focused services with optimized back-end processes in an integrated manner along the entire journey map of the customer. This holistic view of our clients & customers powered with our deep domain knowledge, design thinking, and advanced analytics driven business insights allows us to work exceptionally well with our clients through their digital transformation journey.

- Sutherland is seeking an analytical and dynamic person to join us as a Director - Workforce -Management.

- The WFM Director will coordinate all aspects of workforce planning, scheduling, forecasting and real-time management for the assigned site(s)/accounts.

The Workforce Management Director 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:

- 14 or more years of BPO experience in WFM Leadership role

- Deep experience in 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