Sutherland is seeking an analytical and dynamic person to join us as a Associate Manager - Workforce Management . 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 Maanager' in this role 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

Our most successful candidates will have:

• A Bachelor’s degree
• Two or more years of related experience; knowledge of workforce management software helpful
• 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

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