About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland
Unlocking digital performance. Delivering measurable results.

The Workforce Management Scheduler is responsible for implementing workforce strategies to ensure the proper operational staffing of the Call Center. As a Scheduler you will determine appropriate staffing levels, adjust schedules, allocate activities on specific times and dates, take actions to ensure proper coverage for call center departments, and take actions to remediate potential issues with coverage in addition to providing performance reports related to forecasting, scheduling, service levels and agent performance to Contact Center Management. Other responsibilities include but are not limited to overseeing shift-bids, reviewing PTO allowances and requests, resolving escalated schedule related issues, and assisting with building trainings on workforce processes.

Reports directly to Viking’s Manager, Workforce Engagement

Primary responsibility is to ensure your teams are:

• Responsibilities for managing the WFM forecasting/scheduling software system and providing effective employee work schedules
• Prepares and analyzes agent schedules in order to meet service level requirements in the most efficient manner possible within work rules, legal requirements and other constraints
• Uses the Genesys Workforce Optimization and Engagement software or other WFO platforms and ACD reporting tools to analyze accuracy of forecast workloads, staffing requirements and staff scheduled, as well as actual staffing and service levels
• Ensures schedules are published within acceptable time frames
• Optimize scheduled breaks and lunches daily
• Analyzes requests for alterations to the schedule and responds appropriately
• Interprets trends and recommends operational changes as necessary to management
• Evaluates departments to identify scheduling gaps then recommend and/or schedule additional agents if needed
• Analyze and report on shrinkage, agent trends, and attrition
• Monitors daily service levels and productivity, adjusts schedules as necessary
• Delivers reporting and responding to inquiries in a timely manner

Skills & Experience:

• At least one year of experience in a contact center working as a forecasting or scheduling analyst for a 500+ seat omni-channel contact center, preferably using the Genesys Cloud
• Implementing workforce strategies and plans with a proven track record of success.
• Understands the workforce process including staff planning, workload distribution, and trend analysis
• Demonstrated ability to analyze data within limited time frames and recommend alternatives
• Basic understanding of omni-channel communications platforms
• Proficient use of Genesys Cloud CX and Microsoft Office (Word, Access, Excel, Power Point) as well as computer business applications with working knowledge of computerized reservations systems.
• Must have excellent interpersonal and communication skills (verbal and written) to interact with customers, employees, and management.
• Organizational skills and the ability to handle multi-tasking and work under pressure to meet deadlines.
• Ability to work in a fast paced dynamic environment with shifting priorities.
• Must be proactive and self-motivating with the ability to work independently and collaboratively.
 

Qualifications:

• Bachelor’s Degree or equivalent in relevant work experience
• Minimum of 1 year of experience with the Aspect Workforce Management application
Requirements
• Availability to work variable shifts, Monday through Friday with some weekends. Some travel required.