Company Description

Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients' customers -- a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible -- instantaneous, relevant, predictive and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design-thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conservational AI techniques with a range of AI-ML enhanced products and cloud-based platforms.

We believe that the best relationships come from trust and value. We call it One Sutherland.

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 dataPlan team activities such as meetings, trainings and coaching sessionsCoordinate with Service DeliveryReconcile employees listed in PeopleSoft with available employees for preparting weekly schedules in calibration with anticipated performanceDemonstrate 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 / IEXStrong knowledge of MS ExcelGood verbal and written communication skillsAbility to communicate/present with various levels of stakeholdersGood knowledge of WFM conceptsGood analytical skillsAbility to identify and understand trends and patternsKnowledge 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.